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Technical Service Engineer

3 weeks ago

Singapore Masimo Full time

**Job Summary**

**Duties & Responsibilities**:

- Complete first level troubleshooting with customers
- Work directly with customers on phone support to answer questions
- Process returned products that require service from the field and 1) replace defective parts or 2) complete device replacement
- Handle return requests (RMA) for warranty and non-warranty service.
- Perform service order entries
- Packing and shipping of RMA items back to Irvine HQ
- Field visits to customer sites to troubleshoot and resolve issues
- Perform on-site device installations and maintenance checks
- Report all field failures and customer complaints per the Masimo Quality System
- Identify potential customer training issues and propose solutions
- Assist with delivery of Masimo parts to customers
- Work closely with all Masimo groups: local team, Irvine Tech Support, Engineering, Marketing, and QA
- Maintain a list of frequently asked questions
- Communicate product enhancement ideas to Engineering and Marketing
- Provide input to ensure the Customer / Technical support process and procedures are efficient and effective
- Utilize good judgment within broad policies and practices to complete established goals and maintain flexibility to allow changes
- Review customer call information to ensure closure of each incidence
- All other relevant duties necessary as assigned by Technical Service Manager

**Minimum & Preferred Qualifications and Experience**:
**Minimum Qualifications**:

- Minimum 3 years related experience in Biomedical Engineering or related field
- Knowledge of basic engineering principles, troubleshooting, electronics and design
- Required knowledge of networking using TCP/IP protocol in a Wireless environment
- Knowledge of Microsoft Windows 7/10 Professional operating systems
- Strong ‘hands-on’ skills; able to perform detail-oriented work with high degree of accuracy
- Must be a self-starter, a "hands-on" individual who enjoys challenge and is and dedicated to getting the job done with mínimal support and direction
- Good analytical and problem solving skills required.
- Ability to communicate technical ideas clearly to both technical and non-technical staff
- Must have flexibility in reacting to new situations; adaptability working in new environments
- Strong results orientation, positive "can do" attitude, and a sense of urgency to get things done
- Effective multi-tasking capabilities
- Comfortable in travelling to hospitals and sites

**Preferred Qualifications**:

- NA

**Education**:
Minimum Diploma in Biomedical Engineering, or related field with 3 year experience.

Physical requirements/Work Environment

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods. Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.
- Masimo is an Equal Employment Opportunity Commission / Affirmative Action employer. We encourage Minorities, Females, Disabled and Veterans to apply._