Technical Support

PT Esco Bintan Indonesia; Kepulauan Riau; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A multinational life sciences organization is seeking a Technical Support specialist in Indonesia, Kepulauan Riau. The role involves managing and resolving customer technical complaints, providing remote assistance to engineers, and ensuring compliance with quality standards. Ideal candidates will have a degree in relevant engineering fields, strong communication skills, and a minimum of 1-2 years of experience. This position offers growth in a dynamic environment committed to improving lives through science.

Qualifications

• Minimum 1 to 2 years of related work experience in technical support in the area of product quality.
• Ability to work well under pressure and meet deadlines.
• Willingness to travel as required.

Responsibilities

• Handle and resolve customers' technical complaints promptly.
• Provide remote assistance to service engineers.
• Report recurring technical issues to management.
• Collaborate with teams to determine root causes.
• Liaise with production for replacement parts availability.

Skills

Excellent spoken and written English skills

Proficient in MS Office applications

Strong interpersonal skills

Precision in diagnosing problems

Strong work ethic

Education

Diploma or Bachelor’s degree in Electrical/Electronics/Instrumentation Engineering

Job description

Esco Lifesciences Group is improving lives through science! Headquartered in Singapore, expanded globally with factories and offices in 43 locations around the world, Esco is building a synergistic ecosystem of life science tools, diagnostics, therapies, and technologies to improve human lives.

With nearly 50 years of history and a strong foundation in Singapore, Esco is a dynamic, fast-growing, mid-sized multinational organization that bridges East and West. We offer a diverse, inclusive, and globally connected environment where you’ll collaborate with top experts and visionary clients worldwide. As we accelerate our global expansion, you’ll have the unique opportunity to grow your career in tandem with the company, driving innovation and shaping a healthier, more equitable, and resilient future.

Job Title: Technical Support

Direct Manager: Quality Manager

Key Responsibilities

• Handle and resolve customers' technical complaints promptly and efficiently.
• Provide remote assistance to service engineers for reported technical issues.
• Report recurring technical issues to the management team to identify trends.
• Collaborate with quality, production, and engineering teams to determine root causes and implement corrective actions.
• Liaise with the production team to ensure the availability of replacement parts.
• Coordinate with the shipping team to facilitate the timely shipment of replacement parts.
• Assist the customer service team in identifying item codes for spare parts and units.
• Review IQOQ (Installation Qualification and Operational Qualification) documents prepared by the product management executive team.
• Ensure compliance with ISO 9001, ISO 14001, and ISO 13485 standards.

Key Requirements

• Diploma or Bachelor’s degree in Electrical/Electronics/Instrumentation Engineering or any relevant engineering fields.
• Minimum 1 to 2 years of related work experience in technical support in the area of product quality.
• Excellent spoken and written English skills.
• Proficient in MS Office applications, including Word, Excel, PowerPoint, and Outlook.
• Strong interpersonal skills to manage customer expectations and handle complaints.
• Precision in diagnosing problems and documenting solutions.
• Strong work ethic and sense of responsibility.
• Ability to work well under pressure and meet deadlines.
• Willingness to travel as required.