Sr. Technical Service Engineer_Guangzhou

LivaNova; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Senior Service Engineer, where you'll provide expert technical support and training for medical devices. This role is crucial in ensuring customer satisfaction and compliance with company standards. You'll be responsible for diagnosing complex issues, conducting installations, and training distributor teams. With a commitment to diversity and inclusion, this innovative firm values your contributions and offers a collaborative environment. If you're passionate about making a difference in healthcare and possess strong technical skills, this opportunity is perfect for you.

Qualifications

• 5+ years in technical support or field service in medical devices.
• Strong technical knowledge of medical devices and troubleshooting.

Responsibilities

• Provide second-line technical support and on-site assistance.
• Conduct product training for distributor's service engineers.

Skills

Problem-solving skills

Technical support

Communication skills

Interpersonal skills

Self-motivation

Adaptability

Education

Bachelor's Degree in Biomedical Engineering

Tools

Medical devices

Networking tools

Job description

Join us today and make a difference in people's lives!

Role and Responsibilities:

The Sr. Service Engineer is responsible for providing expert technical support and assistance to customers and distributors regarding our products. This includes diagnosing and resolving complex technical issues, performing equipment installations and maintenance, and providing training and guidance to customers and the distributor's service team. Additionally, the role involves aligning with the distributor's service team to implement the company's standards and compliance for all related products. The Sr. Service Engineer is also accountable for maintaining a high level of customer satisfaction and ensuring the proper functioning of our products.

1. Provide effective second-line/remote technical support for cases from distributors in the field, escalating difficult cases to TSSI for further resolution.
2. Provide on-site technical support as needed, including new installations and customer training.
3. Investigate and follow up on service complaints to resolve them.
4. Conduct product service training for distributor's service engineers, aligning with TSSI and cascading FEN to the distributor service team, and implementing FCO if needed.
5. Be responsible for improving data quality for both the installation base and service reports for the fields.
6. Train distributor’s engineers and continue to help improving their technical skill.
7. Products and spare parts management for the field, responsible for inventory management, ordering, and coordinating with the distributors to ensure timely availability.
8. Provide technical expertise and guidance to the distributor's service team to improve the overall service quality.
9. Collaborate with cross-functional teams to achieve the company's goals.

Requirements:

1. Bachelor's Degree in Biomedical Engineering or related field.
2. Minimum 5+ years of experience in a technical support or field service role in the medical device or healthcare industry.
3. Experienced hands-on for medical field services.
4. Strong technical knowledge of medical devices, including hardware, software, and networking.
5. Excellent problem-solving and troubleshooting skills, with the ability to quickly diagnose and resolve complex technical issues.
6. Strong communication and interpersonal skills, with the ability to effectively communicate with customers, distributors, and internal teams.
7. Self-motivated and able to work independently, with the ability to prioritize and manage multiple tasks simultaneously.
8. Demonstrated ability to learn and adapt to new technologies and products.
9. Proactive and willing to take on more responsibilities.
10. Good command of English in oral and writing.

Our commitment to Diversity & Inclusion:

LivaNova values equality and celebrates diversity. We are committed to ensuring that our recruitment process is fair, transparent, and free from unlawful discrimination.

Our selection process is driven by the key demands/requirements for the role rather than bias or discrimination on the basis of a candidate’s sex, gender identity, age, marital status, veteran status, non-job-related disability/handicap or medical condition, family status, sexual orientation, religion, color, ethnicity, race, or any other legally protected classification.