Technical Service Team Leader

1 week ago


Ang Mo Kio, Singapore SmartRx Pte Ltd Full time

SmartRx is a young and vibrant company offering novel solutions in the pharmacy automation sector. We are growing and excited to add new members to our team.

**Responsibilities**:

- Set up technical service team, including setting goals, providing training & support, and evaluating performance.
- Configure equipment based on customer requirements before deployment to customer site.
- Perform on-site installation of equipment & accessories, customer training, fault trouble-shooting, field service and preventive maintenance ensuring equipment quality standards are maintained.
- Manage customer service line and resolve issues or problems that arise from customers in a professional manner while maintaining response time & uptime.
- Document customer complaints & log service reports into in-house digital platform.
- Perform product failure analysis & service process analysis with engineering team to improve product reliability, reduce servicing lead time and develop preventive maintenance plan.
- Develop procedures for customer support department.
- Ensure all tools and test equipment are adequate to perform service required, and all test equipment issued are calibrated at the times specified.
- Handle returned / disposal of parts/ accessories according to procedures. Maintain service spares and PM kit.
- Support factory acceptance test at manufacturing site.

**Requirements**:

- Degree/ Diploma/ ITE in Engineering or relevant field
- 5 years of customer support service experience including managing customer support personnel and conducting systems training to customers.
- Fluent with handling IT systems, preferably ITIL certified.
- Strong analytical and interpersonal skills, on-site or remote trouble-shooting skills.
- Must be hands on, skillful and knowledgeable on electrical and mechanical engineering
- 5.5 days work week (alternate half Saturday)
- Fluent in English and one other language preferably
- Class 3 driver license is required for travel to customer sites

Pay: $3,700.00 - $4,200.00 per month


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