Technical Service Engineer

Key Responsibilities: Team Management: Lead and supervise the technical support activities in the company.

Train, and mentor team members that are involved in pre-sell/post sell process (especially US team).

Service Operations and Continuous Improvement: Oversee day-to-day technical support operations.

Develop and implement service policies, procedures, and standards.

Monitor service levels and ensure compliance with service level agreements.

Develop and implement strategies for continuous service improvement.

Stay informed about industry best practices and integrate them into service operations.

Manage Returned Material Authorization (RMA) processes to ensure efficient handling of defective products.

Coordinate with the repair service and investigative depot to ensure timely and efficient repairs.

Planning of component inventory levels for service needs (spare parts and materials).

Customer Support and Relationship Management: Manage customer relationships and handle escalated issues.

Ensure prompt and effective resolution of technical problems.

Guide and certify customer's technical teams to perform service activities.

Act as a primary point of contact for customer technical inquiries.

Conduct regular check-ins with customers to assess their needs and satisfaction levels.

Organize and lead customer training sessions and workshops (on-site & remotely).

Perform a routine customer survey to identify service quality trends.

Manage customer installed base.

Technical Expertise and Documentation: Create, maintain, and update technical literature and labeling including User guides, Quick reference guides, service guides.

Maintain up-to-date knowledge of industry trends and technologies.

Provide technical guidance and support to company teams.

Assist in troubleshooting and resolving complex technical issues.

Publish and follow up on service notes.

Project Management: Plan and execute service technical projects and initiatives.

Coordinate with other departments (e.g., IT, R&D, Sales) to ensure successful project implementation.

Monitor project progress and report on outcomes.

Manage service project budgets and resources efficiently to ensure project goals are met on time and within budget.

Performance Metrics: Track and analyze service performance metrics.

Identify areas for improvement and implement corrective actions.

Prepare and present regular reports on service performance to senior management.

Regulatory Compliance and Quality Management: Coordinate with QA/RA team to implement and oversee Corrective and Preventive Actions (CAPA).

Ensure all service operations comply with relevant regulations, including FDA, ISO 13485, and other standards.

Maintain detailed records issues/complaints, service activities, and regulatory compliance.

Continuous Improvement: Develop and implement strategies for continuous service improvement.

Stay informed about industry best practices and integrate them into service operations.

Required Skills and Qualifications: Education: Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology, Engineering).

Experience: 5 years Proven experience in a technical support or service management role from medical device companies.

Strong project management skills.

Technical Skills: Proficiency in relevant technologies and tools.

Strong troubleshooting and problem-solving skills.

Understanding of IT infrastructure, hardware, and software.

Other: Ability to work in a fast-paced and dynamic environment.

Strong organizational and time-management skills.

Ability to handle multiple priorities and projects simultaneously.

Working Conditions: May require occasional travel.

Ability to work flexible hours, including evenings and weekends, if necessary.