Job Description

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

Position Summary

This position is a member of the service team to perform a variety of routine and non-routine local service support assignments and ensure quality services delivered to our customers timely. THE FSE is Responsible for service activities & revenues of the assigned key accounts, and support service team for ad-hoc service activities including standby for service hotline. Provide customer supports and build strong relationship with customers during field visits. Manage on site installation, repairs, maintenance and provide solutions to customers with product & service offerings. The FSE must be proficient in a number of core business and technical skill. This position will also assist senior engineers of Asia technical support team in providing technical support to Asia-Pacific Dealer service to ensure resolution and proper follow up.

Duties

• Perform preventive and corrective maintenance and provide technical support as required on STERIS and related product lines. This may include software, operating system, network, hardware and application.

• Diagnose and troubleshoot, repair, installation of medical equipment and related software and application.

• Apply troubleshooting techniques to eliminate equipment malfunctions. Conduct diagnostics procedures to isolate problem. Assess severity of malfunctions and determine corrective actions required or escalate for assistance and prompt resolutions.

• Professionally represent the company in presenting effective solutions to meet client\'s requirement.

• Utilize knowledge of company\'s product lines and services to keep existing and potential customers informed when new additional needs are identified.

• Perform administrative duties as assigned to ensure effective planning, utilization, and required task completion. This includes but is not limited to: plan daily and weekly schedule to achieve optimum utilization, provide schedule to Service Manager; communicate schedule changes to the Customer Service Department or Service Manager daily; and maintain tools and parts inventory to prescribed levels as required by Service Manager.

• Maintain a working relationship with the commercial team and Service Manager to advise of activity/changes related to sales opportunities in assigned territory.

• Maintain daily communications with customers and dealers to ensure resolutions and proper follow-ups.

Duties - cont\'d

• Administrative responsibilities such as prepare and maintain accurate customer service logs, internal service records, diagnostics updates, customer install base, spare part inventory and other management reports In a timely manner.

• Develop and maintain effective, communicative relationships with customers, managers, support functions and the sales and dealer organization. Utilize provided product and industry knowledge to ensure customer\'s expectations of service are exceeded. Actively seek continuing education opportunities.

• Respond to routine customer and sales questions regarding equipment operation and performance. At the Service Manager\'s discretion, provide on-site support to the sales and dealers organization, limited to identifying opportunities, sizing, and utility requirements.

• Manage and co-ordinate with contractors for site survey, project tender and site preparation and installation work.

• Utilize customer protocols when entering and exiting facilities and abide by all Health & Safety protocols. Ensure safe working environment.

• Conduct End User training when required

• Provide technical support to Asia Pacific dealers through email, telephone and on-site support when required. Travel and standby duties will be required.

• Other duties as assigned.

Education Degree

• High School Diploma or GED
• Bachelor\'s Degree

Required Experience

1. Certificate/Engineering Diploma/Degree or equivalent. Completion of mechanical, electrical is preferred.

2. Minimum two years working experience in related field.

Preferred Experience

1. Requires diagnostic skills to find, rectify, and anticipate defects in equipment.

2. Meticulous with strong problem solving and communication skill.

3. Service-oriented, passionate, responsible and a team player.

4. Able to communicate technical matters/issues and work with all levels of technical and non-technical personnel

in the hospitals.

5. Able to resolve problems quickly and efficiently, with the help of others if necessary.

6. Strong self-learning ability, teamwork skills and result oriented.

7. A clean tidy appearance, energetic and organised.

8. May be required to work after office hours in order to complete a job, or to travel for work on few occasions. The jobholder is required to comply, at all times, with the Company quality procedures.

9. The principal activities are a summary of the activities under each main task for general guidance, and are not intended to be the total list of activities.

10. Able to have short term business trip.

Skills

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.

STERIS strives to be an Equal Opportunity Employer.

Req ID: 40614

Job Category: Service/Technical Services

Singapore, 05, SG, 138565

Steris