Regional Technical Service Engineer

**JOB TITLE**: Regional Technical Service Engineer - South East Asia

JOB SUMMARY

Provide effective technical expertise to our rapidly growing customer base by delivering over the phone solutions to both technical and non-technical customers while supporting a wide range of technologies.

ESSENTIAL DUTIES & RESPONSIBILITIES

Technical Service (90% - May vary according to business needs)

Plan and execute IQOQ, installations, preventive maintenance, field repairs/upgrades/actions, according to the companies’ quality levels, following dedicated procedures and specific checklists as deemed appropriate in a timely manner.
Handle all customer calls for technical issues and transmit non-technical questions to sales consultants, clinical as deemed appropriate.
Generate service revenue within the territory as appropriate and work closely with sales to ensure Terumo BCT’s presence in territory.
Assist pre-sales/service meetings for technical topics.
Complete and maintain administration, documentation, and action report in ServiceMax (CRM).
Support training of customers, colleagues and distributors as per certified product knowledge and training capabilities.
Assure correct management on the invoicing of the technical interventions.
Manage spare parts inventory and assist in the stock count periodically.
Support equipment complaints, analyzing and providing solutions in compliance with global policies.
Identify existing gaps in processes/internal systems and drive solutions for improvement.

Software Application (10% - May vary according to business needs)

Plan and execute software deployment, installations, field repairs/actions/updates, according to the companies’ quality levels, coordinating with the clinical team.
Primary point of contact for Terumo BCT Software customers providing problem analysis, issue resolution, installation, Tier 2/3 support and implementation/deployment assistance.
Support pre/post discussion on implementation/deployment of software solutions with customers.
Provide change recommendations as it relates to processes, quality or any other aspect of the product or service.
Review/test technical documentation such as installation guides, system requirements and specifications.
Document and provide written solutions to recurring problems.
Document/develop/review process and procedure documents.
Inter-departmental interaction including participation in issue review boards, requirements reviews, computer system specifications, etc.
Administration of Systems used for demonstration and support.
Support internal QA groups including testing, documentation, and reporting as needed.

Responsibilites

Inventory Management

Manage and track service tools and training equipment.
Manage spare parts inventory and review minimum and maximum stock levels.
Monitor all new parts released from HQ /Regional centres and inform relevant internal departments for stock replenishment.

Interface with Commercial Operations

Work in conjunction with the Sales and Implementation teams to circulate relevant customer and equipment updates.
Support sales and implementation teams( Direct, Affiliates, Distributors) as necessary.
Provide onsite support for equipment/middleware/software installations in the region and liaise with Technical Services Manager SEA/APAC on outcomes.

Reporting

Direct reporting to Technical Services Manager - SEA/APAC for all equipment service related activities.
Provide bi-weekly reports on Technical & Software activities.
Provide monthly Inventory usage reports to Logistics Department.

Quality

Manage all related documentation of installation, upgrades, preventive maintenance and other service reports.
Manage parts recalls, technical/software fixes/upgrades and safety alerts when necessary.
Manage the Equipment Complaint reporting Process for entire region.
Monitor the Technical/Software updates as required fom time to time.
Support the GDPMDS and other Internal/External audit requirements.
Report and track the device related complaints for direct customers ,escalate to Quality team and follow up with a close out report to customers on a timley basis.
Ensure 95% uptime for all devices in the region (Direct or in co-ordination with affiliates/distributors).

MINIMUM QUALIFICATION REQUIREMENTS

Education

Bachelor’s degree, or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.

Experience

Preferred work experience dealing with Medical devices /Diagnostics equipment /Life Sciences equipment with minimum 5 years OR Windows System Administration, Software Support Desk or equivalent experience.

**Skills**:
**In line with Terumo's Core Values**:
Respect - Appreciative of others
Integrity - Guided by our mission
Care - Empathetic to patients
Quality - Committed to excellence
Creativity - Striving for innovation
Demonstrates commitment to ongoing learning and professional development
Demonstrated ability to communicat