Technical Services Engineer (Malaysia)

Job Purpose:

This Technical Service Engineer is responsible to provide post-sales technical support services to customers, including installation, troubleshooting, problem resolution and maintenance. As well as respond to customer questions regarding operation and malfunctions. Then advise customers on preventative maintenance and configuration adjustment to improve product performance and customer satisfaction.

Main Responsibilities:

Technical Service

• Test, troubleshoot and repair equipment and components according to established quality procedures; conduct tests to ensure that repaired products meet technical specifications
• Trace and test components to locate defects using a variety of test equipment including standard, automatic testing equipment, specialised measuring instruments and etc
• Compare test result with specifications and standards; records test results and data
• Deliver post-sale services at customer sites including installation, maintenance and repair of the products and services to ensure the product function properly
• Participate in sales opportunities such as contract renewals and assist with promoting and implementing revenue programs.
• Assure all service contract are being undertaken within the stipulated time frame and guidelines
• Maintain tools and test equipment properly and ensuring they are calibrated.
• Provide feedback from the market to manager regarding products including coordinating gaps between product functionality and market/customer demands.
  
  

Customer Service

• Ensure customer satisfaction by advising customers on preventative maintenance and configurations that may favourably impact performance.
• Provide maximum levels of productivity and efficiency, completing jobs when promised, minimizing repeat repairs, responsible for all adjustments, and achieving superior levels of customer satisfaction.
• Maintain daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
• Keep up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner.
• Develop and maintain relationships and alliances with service provider, strategic alliances, industry associations, suppliers, and vendors that promote the goodwill of the company and serve its interests best
• Provide technical assistance and training to all customer as needed.
  
  

Inventory Controls

• Perform and participate in the internal controls, including twice annual physical inventories check, and operating procedures that will protect these spare parts from theft, loss, or unnecessary depreciation
• Update on spare part sales documents together with repair documents are accurately updated, incompliance to the company guidelines and standard operating procedures.
• Order and manage repair parts cycle times.
  
  

Skills & Qualification:

• Bachelor's degree in Mechanical Engineering / Electrical Engineering.
• 2 - 3 years of experience in Technical Service / Service Engineer preferably in related industry.
• Sound knowledge of office automation, i.e. Microsoft Office Application
• Good knowledge of all areas of on equipment and instruments used in the hospital
• Good verbal and written communication skills.
• High level of Customer Focus / Service Orientation.
• Timeliness and accuracy in work and assignment completion.
• Able to endure work pressure.
• Ability to execute a degree of judgment required in problem solving.
• Works with a limited degree of supervision.