Field Service Engineer - Growth (Malaysia & VIP)

Smith & Nephew; Kuala Lumpur; Hybrid; MYR 90,000 - 130,000; Full time

Benefits offered by this job

Bonus & pension schemes

Private health plans

Hybrid working model

Job summary

Smith+ Nephew invites applications for a Field Service Engineer - Growth. The role centers on delivering on-site and remote technical support, installation, commissioning, and preventive maintenance across regional markets.

You will train users, collaborate with sales to promote service offerings, and drive service growth while upholding ISO standards. The position requires 1–3 years of field service experience in medical devices, strong English communication, and a readiness to travel up to 50%

Qualifications

• Degree or diploma in Biomedical, Electronics, Medical Technology, or related technical field.
• 1–3 years field service experience in Medical Devices/Healthcare tech.
• Proven hands-on installation, troubleshooting, repair, and preventive maintenance of electromechanical or digital medical devices.
• Prior experience with Smith+ Nephew capital equipment or equivalent is desirable.
• Familiarity with ISO 13485/EU MDR compliance for medical devices.
• Ability to support service sales and highlight value-added services during field visits.
• Proficient with CRM or field service management systems.
• Strong verbal and written English communication.
• Willingness to travel up to 50% domestically and regionally.

Responsibilities

• Serve as first line of response for remote and on-site technical inquiries and service requests.
• Perform installation, commissioning, decommissioning, and routine preventive maintenance.
• Troubleshoot hardware and software issues and ensure timely resolutions.
• Provide technical instruction and training to biomedical engineers and clinical users.
• Support service-related revenue opportunities during site visits and remote interactions.
• Collaborate with Sales/Marketing to promote service contracts, upgrades and accessories.
• Maintain accurate field reports, logs, and maintenance records.
• Stay updated on new tools, technologies and procedures to improve field performance.

Skills

Field service

Installation

Troubleshooting

CRM

English comms

Travel 50%

Education

Biomedical degree

Electronics diploma

Medical Technology degree

Tools

CRM software

Remote diagnostics

Mobile service apps

Job description

Life Unlimited. At Smith+ Nephew, we craft and manufacture technology that takes the limits off living. As a Field Service Engineer - Growth, you will be at the heart of that mission. More than just a technical expert, you will act as a trusted partner to our customers, delivering exceptional service support while playing a direct role in driving business growth across the region. Whether solving complex issues remotely or on-site, you'll be instrumental in strengthening our service footprint, elevating customer satisfaction, and unlocking new opportunities for value creation. This is an exciting opportunity for a technically skilled, service-minded professional who is ready to grow their career in a dynamic and impact-oriented environment.

Responsibilities

• Technical Support & Service Delivery - Serve as the first line of response for remote and on-site technical inquiries, complaints, and service requests.
• Perform installation, commissioning, decommissioning, and routine preventive maintenance in line with company SOPs.
• Troubleshoot product and system issues across hardware and software platforms, ensuring timely and accurate resolution.
• Support equipment handover, documentation, and logistics coordination.
• Provide technical instruction and operational training to biomedical engineers and clinical users.
• Foster trust and credibility with healthcare providers and distributor partners through consistent, high-quality support.
• Maintain accurate service documentation, including field reports, complaint logs, and maintenance records.
• Actively identify and support service-related revenue opportunities during site visits and remote interactions.
• Collaborate with Sales and Marketing teams to promote enhanced service offerings, such as service contracts, upgrades, and accessories.
• Influence buying decisions by demonstrating the long-term value of preventive care, uptime, and performance reliability.
• Contribute to achieving regional service growth targets by enhancing customer loyalty and expanding the service footprint.
• Support pre-sales technical input and tender submissions in alignment with commercial teams.
• Participate in internal technical training, product updates, and service calls.
• Share best practices and support regional service engineers as needed.
• Stay informed on new tools, technologies, and procedures to continuously improve field performance.

Requirements

• Degree or diploma in Biomedical, Electronics, Medical Technology, or a related technical field.
• 1-3 years of field service experience, preferably within the Medical Devices, Diagnostic Equipment, or Healthcare Technology sectors.
• Proven hands-on expertise in installation, troubleshooting, repair, and preventive maintenance of electromechanical or digital medical devices.
• Prior experience working with Smith+ Nephew capital equipment or equivalent serviceable devices from leading OEMs is highly desirable.
• Familiarity with regulatory and compliance standards (e.g., ISO 13485, EU MDR) in the servicing of medical devices.
• Demonstrated ability to support service sales, promote contracts, and highlight value-added services during field visits.
• Proficient in using CRM, or other field service management systems.
• Strong verbal and written communication skills in English.
• Skilled in building trust-based relationships with customers, distributors, and internal cross-functional teams.
• Ability to work independently, prioritize tasks, and operate effectively in a matrixed organization.
• Capable of providing basic technical training to end-users or biomedical engineers on-site.
• High attention to detail in documenting maintenance, complaint handling, and service visit reports.
• Experience using remote support tools, diagnostic platforms, or mobile service applications is a plus.
• Ability to prepare clear, concise presentations and reports for management meetings and business reviews, effectively communicating technical issues and service performance.
• Valid driver's license and willingness to travel up to 50% domestically and occasionally regionally.
• Certifications in Six Sigma are advantageous.
• Travel: 30% regional/market travels.
• Physical Demands: Regular lifting, travel, and on-site work in hospital environments may be required.

Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website (https://www.smith-nephew.com/)

• Your Future: Generous annual bonus and pension Schemes, Save As You Earn share options.
• Work/Life Balance: Flexible Vacation and Time Off, Paid Holidays and Paid Volunteering Hours, so we can give back to our communities!
• Your Wellbeing: Private Health and Dental plans, Healthcare Cash Plans, Income Protection, Life Assurance and much more.
• Flexibility: Hybrid Working Model (For most professional roles).
• Training: Hands-On, Team-Customized, Mentorship Stay connected by joining our Talent Community.

You. Unlimited. We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve. Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website (https://www.smith-nephew.com/). Your Future: Generous annual bonus and pension Schemes, Save As You Earn share options. Work/Life Balance: Flexible Vacation and Time Off, Paid Holidays and Paid Volunteering Hours, so we can give back to our communities! Your Wellbeing: Private Health and Dental plans, Healthcare Cash Plans, Income Protection, Life Assurance and much more. Flexibility: Hybrid Working Model (For most professional roles). Training: Hands-On, Team-Customized, Mentorship Stay connected by joining our Talent Community. We’re more than just a company - we’re a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day. Check us out on Glassdoor for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N. Explore our website and learn more about our mission, our team, and the opportunities we offer. Smith+ Nephew is a global medical technology company. We design and manufacture technology that takes the limits off living. We support healthcare professionals to return their patients to health and mobility, helping them to perform at their fullest potential. From our first employee and founder, T.J. Smith, to our team today, it’s our people who make Smith+ Nephew a unique place. Yes, we love to innovate and develop exciting technologies, and we offer competitive salaries and progressive benefits. But it’s our culture - of Care, Collaboration and Courage - that really sets us apart. Through a spirit of ownership and can-do attitude we work together to win. We’re a company of people who care about each other, about our customers and their patients, and about our communities. Together, we fulfill our shared purpose of Life Unlimited.