Field Service Engineer

Monroe Consulting Group; Malaysia; On-site; MYR 90,000 - 150,000; Full time

Job summary

Monroe Consulting Group, an Executive Recruitment firm, is partnering with a healthcare organisation in Malaysia to hire a Senior Service Engineer. The role involves technical support, installation, maintenance and training for medical imaging and X-ray systems.

Travelling within Malaysia and overseas may be required to support service activities. The candidate will ensure equipment uptime, customer satisfaction and adherence to service standards.

Qualifications

• Diploma or Degree in Electro-Mechanical Engineering or related discipline.
• Minimum 5 years of experience in equipment service and technical support, preferably in medical imaging or X-ray systems.
• RPO Licence is preferred.
• Experience with medical imaging or healthcare equipment is preferred.

Responsibilities

• Repair equipment through diagnosis and corrective actions.
• Install equipment and train customer staff.
• Maintain X-ray floor/ceiling mount, CR laser imager, and C-Arm systems.
• Coordinate with Project Manager on room planning and installation status.
• Perform preventive maintenance per manufacturer specs for reliability and compliance.
• Maintain service documentation and update tickets in service management systems.
• Monitor KPIs and ensure service standards are met.
• Escalate issues and communicate timely solutions to customers.
• Collaborate with BOC team on service tickets and spare parts.

Skills

Troubleshooting

Customer service

Communication

Time management

Team collaboration

Travel readiness

Education

Diploma or Degree in Electro-Mechanical Engineering

Tools

C4C service management system

Windows & NT PC networking

Job description

Monroe Consulting Group, an Executive Recruitment firm, is partnering with an organisation in the Healthcare industry to hire a Senior Service Engineer. This opportunity is based in Malaysia and offers the chance to support and maintain advanced medical imaging and X-ray systems while ensuring high levels of customer satisfaction and operational excellence.

Position Overview

The Senior Service Engineer is responsible for providing technical support, installation, maintenance and training for medical imaging and X-ray systems.

This role contributes directly to equipment reliability, customer satisfaction and the effective delivery of healthcare technology solutions.

Key Responsibilities

• Repair equipment through effective diagnosis of problems, formulation and implementation of corrective actions.
• Install equipment and provide training to customer employees in the effective utilisation and care of that equipment.
• Installation and maintenance for general X-ray floor and ceiling mount, CR laser imager, C-Arm, and future medical imaging models when required.
• Communicate effectively with Project Manager on room planning for X-ray system and provide daily update on installation status.
• Conduct preventive maintenance on medical imaging equipment in accordance with manufacturer specifications, ensuring optimal system performance, reliability and compliance with operational standards.
• Complete and maintain accurate service documentation, including updating work orders and service tickets through company service management systems (e.g., C4C).
• Monitor and achieve service KPIs while maintaining compliance with company service standards and performance expectations.
• Escalate system issues to technical support teams and follow up on corrective action plans and provide customers with timely updates and solutions.
• Work closely with BOC team to manage service tickets, service support and update system status at hospital sites for service contract renewals, spare parts sales and identify new sales system opportunities.
• Travel within Malaysia and overseas as required to support service activities and training. Ensure high equipment uptime, reliability, and customer satisfaction through proactive service and support.
• Order and manage repair parts cycle times.
• Ensure all company tools and test equipment are properly kept in optimal condition and ensure efficient usage and procurement of spare parts.
• Follow escalation processes to ensure timely resolution of customer service and technical issues.
• Keep management and sales teams fully aware of all developments in the installed base.
• Maintain high levels of customer satisfaction by providing proactive communication and keeping customers informed of service activities and progress.
• Report regularly to management in accordance with reporting guidelines/procedures.
• Follow the alert procedure for system down.
• Coordinate spare parts and system escalations for customers in Malaysia.

Key Requirements

Qualifications & Experience

• Diploma or Degree in Electro-Mechanical Engineering or a related discipline from a recognised college or university.
• Minimum 5 years of experience in equipment service and technical support, preferably within the medical imaging, healthcare technology, graphic printing, X-ray systems, C-Arm systems, or related industries.
• Possession of a valid Malaysian Radiation Protection Officer (RPO) Licence is preferred.
• Experience servicing medical imaging, healthcare, or related technical equipment is preferred.
• Understanding of the healthcare sector, including private and public hospital environments, is an advantage.
• Project management experience or skills are preferred.

Technical / Functional Expertise

• Strong knowledge of electrical, electronic, mechanical, and digital technologies.
• Strong troubleshooting skills and fault-finding techniques.
• Broad-based technical skills with high level exposure to digital technology and printing equipment.
• High knowledge of Windows & NT PC skills, networking and workflow fundamentals.
• Experience with installation and maintenance of general X-ray floor and ceiling mount, CR laser imager, C-Arm, and related medical imaging systems.
• Experience using company service management systems (e.g., C4C).
• Ability to coordinate spare parts management, service support and technical escalations.
• Ability to learn new technologies and systems quickly.

Soft Skills & Leadership Competencies

• Demonstrated ability to be accountable for effective delivery of assigned goals.
• Proven ability to work with customers and their business beyond their equipment service needs.
• Strong customer service and communication skills with the ability to explain technical issues to customers.
• Proven personal time management and reasoning skills.
• Experience working collaboratively with both internal team members and external customers.
• Ability to maintain high levels of customer satisfaction through proactive communication and support.
• Willingness and ability to travel when required.