Associate / Field Service Engineer

Company description:

The STERIS Vision is inspired by our Customers' efforts to create a healthier and safer world, and guided by our legacy of leadership and innovation; we strive to be a Great Company. To STERIS, this means we will make a difference by providing world-class product and service solutions for our Customers, safe and rewarding work for our People, and superior returns for our Shareholders.

Job description:

Summary

As an integral part of our service team, you will be responsible for executing a range of routine and non-routine local service support tasks, ensuring that we deliver high-quality services to our Customers in a timely manner.

You oversee service activities and revenue generation for designated key accounts, while also providing support to the service team for on-demand service tasks, including manning the service hotline.

Furthermore, you are required to deliver exceptional customer support and cultivate robust relationships with our clients during field visits. You conduct on-site installation, repairs, and maintenance while delivering effective solutions to customers through our product and service offerings.

You collaborate with local engineers and potentially engage with the Asia Technical Support team in a range of technical support initiatives.

• Conduct Preventive Maintenance (PM) and Corrective Maintenance (CM) while offering necessary technical support for STERIS and associated product lines. This could encompass software, operating systems, networks, hardware, and applications.
• Conduct diagnosis and troubleshooting, performed repairs, and oversaw medical equipment installation along with associated software and applications.
• Utilise effective troubleshooting methods to resolve equipment issues. Perform diagnostic procedures to identify issues. Evaluate the seriousness of the problems and identify necessary corrective measures or seek support for timely resolutions.
• Act as a professional ambassador for the organisation by delivering effective solutions tailored to fulfil the customers' needs.
• Leverage an understanding of our product offerings and services to ensure that both current and prospective customers are updated when new needs arise.
• Carry out assigned administrative responsibilities to facilitate efficient planning, resource utilisation, and the successful completion of tasks. This encompasses, but is not restricted to, planning daily and weekly schedules to ensure optimal utilisation, providing the schedule to the Service Manager, communicating any schedule changes to the Customer Service Department or Service Manager daily, and maintaining tools and parts inventory at the required levels as specified by the Service Manager.
• Foster a collaborative relationship with the commercial team and Service Manager to keep them informed about activities and changes concerning sales opportunities within the designated territory.
• Engage in consistent communications with respective stakeholders to ensure effective resolutions and appropriate follow-ups.
• Prepare and maintain accurate customer service logs, internal service records, diagnostics updates, customer install base, spare part inventory, and other management reports in a timely manner.
• Foster and sustain strong, communicative relationships with customers, management, support teams, and the commercial network. Leverage the available product and industry expertise to surpass customer service expectations. Proactively pursue opportunities for ongoing education and professional development.
• Address standard enquiries from customers and sales teams concerning the operation and performance of equipment. At the discretion of the Service Manager, on-site support will be provided to the sales and dealers organisation, focusing on identifying opportunities, sizing, and utility requirements.
• Oversee and collaborate with contractors for site surveys, project tenders, and the preparation and installation of work on-site.
• Follow customer protocols when entering and exiting facilities and adhere to all Health and Safety guidelines. It is essential to maintain a safe working environment.
• Facilitate training sessions for end users as needed.
• Deliver technical assistance to dealers in the Asia Pacific region via email, phone, and on-site visits as necessary. Travel and standby responsibilities will be necessary as determined by the Service Manager.

• Minimum Diploma or NITEC in Engineering.
• Some hands-on technical service experience with medical equipment involving mechanical and electrical works.
• Diagnostic skills are required to find, rectify, and anticipate defects in equipment.
• Meticulous with strong problem-solving and communication skills.
• Service-oriented, passionate, responsible and a team player.
• Able to communicate technical matters/issues and work with all levels of technical and non-technical personnel in the hospitals.
• Able to resolve problems quickly and efficiently, with the help of others if necessary.
• Strong self-learning ability, teamwork skills and result-oriented.
• A clean, tidy appearance, energetic and organised.
• Able to work after office hours to complete a job or to travel for work on a few occasions.
• Able to have a short-term business trip.

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