Service Engineer, Medical Techology

ZEISS Group; Muntinlupa; On-site; PHP 480,000 - 640,000; Full time

Job summary

ZEISS Group in the Philippines seeks an experienced biomedical service professional to deliver on-site support for the medical device portfolio. You will install, calibrate, repair and maintain devices at customer sites, coordinating with back-office and sales to ensure timely service delivery.

The role requires 4–6 years of field service experience with medical equipment, plus strong networking and IT knowledge.

Qualifications

• Bachelor's degree in a relevant engineering field.
• 4–6 years of medical equipment technical support experience.
• Knowledge of networks, healthcare IT and data management systems.
• Strong teamwork and analytical skills.

Responsibilities

• Perform diagnosis and troubleshooting.
• Provide installation, calibration, commissioning and on-site maintenance.
• Support sales teams during seminars, demos, and workshops, including weekends.
• Resolve connectivity issues related to medical devices and data systems.
• Troubleshoot device/software on workstations using remote tools.
• Gather market intelligence data.
• Contribute to profitable service contracts and parts sales.
• Meet KPIs including NPS, CSI, response and resolution times.
• Report systemic quality issues to Service Manager.
• Aim for high customer satisfaction at all touchpoints.

Skills

Troubleshooting

Technical support

Networking

Customer service

Education

Bachelor's degree in Electrical & Electronic Engineering or Biomedical Engineering

Tools

LAN networking

Remote diagnostics

Windows OS

Healthcare IT systems

Job description

Your Role

This position is to deliver service excellence for the product portfolio assigned. The incumbent is responsible for providing service support function to sales team including demo, exhibitions and trade shows. This is not limited to technical support such as providing installation, commissioning, repair, calibration, and preventive maintenance services to customers. This role needs to collaborate effectively with back office in fulfilling service deliverable schedules and ensure all protocols are executed timely.

Your responsibilities will include:

• Perform technical support and customer care activities including diagnosis and troubleshooting


• Engage in repair, installation, calibration, commissioning and after sales maintenance service to the customer (usually at customers’ sites)


• Perform technical support such as servicing and commissioning for the sales team during seminars, demo, exhibitions, and workshops which are usually conducted during weekends


• Perform LAN integration and resolve connectivity issues pertaining to medical devices and data management systems, o computer Operating System / Security / Fire wall settings


• Perform troubleshooting on device / software on workstation pc using remote software tools


• Collect market competitive intelligence data


• Support company’s revenue by growing and selling service contracts including ensuring parts sale are profitable


• Responsible for all KPIs as agreed including NPS, CSI, response and resolution time


• Timely report to Service Manager in case there are systemic quality issues


• Proactively fulfilling customer satisfaction objectives such as ensuring excellent customer interaction at all touch points

Job Requirements:

• At least a Degree in Electrical & Electronic Engineering / Biomedical Engineering or relevant qualification


• Minimum 4 to 6 years of experience in medical equipment technical support including troubleshooting and diagnosing technical hardware, computer and IT knowledge


• Knowledge with networks, healthcare IT, Data Mgt / Patient Mg systems necessary


• Possess excellent teamwork and interpersonal skills with a strong emphasis on good analytical skills.


• Passion for customer success and focus on creating value for customer


• Demonstrated initiative through problem-solving, system thinking and prioritization


• Sound ability to troubleshoot and manage complexity