Regional Technical Specialist

4 weeks ago

Singapore COOPERSURGICAL ORIGIO PTE. LTD. Full time
Roles & Responsibilities

Scope:


This role involves conducting thorough technical evaluations, collaborating closely with relevant teams to escalate and resolve issues efficiently, and meticulously validating warranty claims to uphold company standards for the service organization within the Asia Pacific region.


Job Summary:


The role involves active participation in meetings, providing updates and insights on technical matters. Additionally, responsibilities include assessing technical issues for DOA (Dead on Arrival) classification, contributing to knowledge articles for streamlined troubleshooting, providing on-site support for NPI (New Product Introduction) products and initial installations across APAC countries, and supporting regional escalation remotely or on-site as needed. Furthermore, the position involves conducting assessments of warranty claims for both direct and indirect markets, aiming for equitable and precise resolutions that satisfy all stakeholders involved.


Essential Functions & Accountabilities:


· Attending weekly First Line Support (FLS) meetings to provide updates and insights on technical matters and issues.

· Support remote troubleshooting with other APAC teams, including distributors, via Team communication platform, and offer on-site assistance when necessary to ensure swift issue resolution.

· Assess technical issues and provide recommendations on whether equipment should be designated as Dead on Arrival (DOA) due to technical faults.

· Collaborate in the creation of knowledge articles within the CRM (Customer Relationship Management) system to document solutions and best practices for efficient troubleshooting.

· Participate in initial training sessions on New Product Introduction (NPI) initiatives at the factory and provide on-site support for initial installations in APAC countries.

· Contribute as a member of the global specialist network, offering technical advice and support to counterparts in different regions to ensure consistent service delivery and knowledge sharing across the organization.

· Provide valuable technical and service feedback to Research & Development (R&D (Research & Development)), Quality Assurance (QA), Manufacturing, and Product Management (PM) teams during product development stages to enhance product performance and reliability.

· Take responsibility for managing spare parts inventory recommendation for APAC direct markets by collaborating with the global spare planner based on both global and regional consumption patterns.

· To regularly review technical releases, updates, and changes to acquire and apply knowledge essential for effectively supporting the product.

· CRM post goes “live” – To support incoming cases (email) for remote troubleshooting, technical inquiries and information. Determination if an on-site visit is needed by FSE (Field Service Engineers) and assigned WO to the regional team.


Travel:


10-20% travelling expected for NPI training, installation, and escalation support.


Qualifications


Knowledge, Skills and Abilities:


· Understanding of laboratory safety protocols and procedures to ensure the health and well-being of patients, staff, and embryos.

· Understanding of reproductive biology, including embryology, gamete handling, and fertilization processes.

· Proficiency in operating and maintaining specialized laboratory equipment used in IVF procedures, such as micromanipulators, incubators, workstations, and cryopreservation systems.

· Basic IT knowledge for equipment engineers includes understanding computer hardware, operating systems, networking fundamentals, troubleshooting skills, and basic cybersecurity principles. Proficiency in standard office applications, documentation skills, and a willingness to learn new technologies are also important for effectively managing equipment-related IT tasks.

· The ability to comprehend highly technical material, including technical specifications, electrical schematics, and engineering drawings, is crucial for an equipment engineer. These documents provide essential information for understanding equipment design, functionality, and troubleshooting procedures, enabling effective maintenance and optimization of equipment systems.

· Proficient in reading and writing in English.


Work Environment:


· Primarily office-based, with 70-80% of tasks conducted remotely or through virtual collaboration tools. 20-30% involves on-site visits, or regional events, ensuring effective engagement across different locations.

· Collaborative engagement with stakeholders through digital platforms and occasional face-to-face interactions, facilitating seamless communication regardless of geographical distance.

· Agility required to balance remote work with on-site responsibilities and adapt to varying time zones.

· Physical fitness is required to handle on-site duties, including the ability to carry up to 35kg when necessary.


Experience:


· Minimum of 3 years of experience working in IVF clinical laboratory equipment such as micromanipulators, lasers system, incubators, workstations, and cryopreservation systems.

· Strong problem-solving skills and attention to detail.

· Excellent communication and interpersonal skills.

· Ability to travel on short notice within as required for escalation support.


Education:


· Bachelor's degree in biomedical engineering, electrical engineering, or electromechanical engineering.


Tell employers what skills you have

Virtual Collaboration
Interpersonal Skills
Escalation Management
Documentation Skills
Computer Hardware
Remote Troubleshooting
Biomedical Engineering
Analytical and Problem-Solving Skills
Networking
Attention to Details
Electrical Engineering

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