Preferably 2 years or more relevant experience in the pharmaceutical, medical devices or diagnostics industry.
【Education】
Technical degree in electro-mechanics, Electronics or Bachelor background or equivalent by experience.
【Field Service Engineer US】
The Field Service Engineer USA provides technical support to internal and external users of SURGLASSES products. Maximum 6 months stay in the US.
【Accountabilities】
Support tasks:
• Provide 1st line written or verbal support directly to customers and to the Technical Services team, including follow-up and resolution;
• Hardware, software and connectivity troubleshooting and repair of instruments and consoles at the module level on-site and in the SURGLASSES US repair depot;
• Support the Technical Services team with installations as required;
• Monitor preventative maintenance dates and execute in a timely manner;
• Monitor on-line all connected devices and identify service related metrics;
• Maintain and suggest monitoring improvements to be implemented by the software application team;
• Perform hardware and software upgrades at customer sites as needed;
• Set-up and instruct service training sessions for internal team members;
• Be the go-to-expert for all hardware related questions.
Administration tasks:
• Service request registration and reporting of performed actions in service database;
• Along with Customer Support, register and forward inquiries and complaints to the global office for QA complaint handling.
General tasks:
• Assist in maintaining the repair depot.
Profile requirements
• Technical degree in electro-mechanics, Electronics or Bachelor background or equivalent by experience;
• Preferably 3 years or more relevant experience in the pharmaceutical, medical devices or diagnostics industry;
• Good instrument troubleshooting abilities;
• Self starter and able to work autonomously once manager sets priorities;
• Service-driven with strong customer support mindset;
• Well developed communication skills;
• Flexible mindset and thrives in a fast paced environment;
• Team player;
• Able to travel to customer sites in the US (up to 80% of time);
• Basic knowledge of computer networking;
• Legislation and regulation:
o Familiar with ISO 13485 and FDA 510(k)
• Planning & organization - Time & priority management: plans activities effectively with respect for priorities and deadlines;
• Adapting to change - accepts and implements change and adapts, even in difficult situations;
• Resilience - Continues to perform effectively under time pressure and in the face of disappointment, adversity and opposition;
• Analytical thinking - Gathers information from varied sources, analyzes data in a critical way using common sense and logical thinking;
• Communicates with persuasion - presents, explains and defends a complex message in a clear and concise way and persuades different stakeholders;
• PC skills: MS Office including Windows;
• Languages: Fluent in English is a requirement.
• Drive license of USA and Taiwan.