Service Engineer - Hospital Patient Monitoring/Ultrasound

Your opportunity:

We have an opportunity for a Remote Service Engineer to join our team specialising in Hospital Patient Monitoring/Ultrasound devices based in the Philippines.

This role will be reporting to the Service Delivery Team Leader based in Singapore with a dotted line to Australia Service Delivery Team Leader. This position is focused on delivering advanced technical service support to our customers, creating experience without equal every day.

As a Remote Service Engineer, you will thrive in engaging in interactions with customers to provide information in response to first line technical support with inquiries about products and services, problems and services requests raised by customers (internal or external), embedding a First Time Right and End-to-End approach. 

You will work collaboratively with Technical Support, Technology, Service and Commercial teams to remove barriers and facilitate an exceptional and consistent experience to our customers.

Your key responsibilities will be:

• Manage inbound calls from customers, remotely accessing the system and providing initial remote diagnosis for our Patient Monitoring systems and devices
• Create cases for customer calls, verifying contract entitlements
• Proactively monitor systems to achieve zero downtime
• Where a remote diagnosis is not possible, booking a time slot for an engineer to attend site, and if required order the appropriate parts in order to achieve a first-time fix
• Ability to provide efficient confirmation of parts availability, process part orders and provide field engineer with timely update on parts delivery
• Ensure both internal and external customers are kept informed as to next steps and in particular of any delays which may have an impact on the job
• Escalate technical issues when required as well as support field engineers with technical knowledge whilst performing handover
• Identify opportunities whereby we can improve customer experience
• Demonstrate agility to support cross-functionally across teams as required to ensure customers receive a consistent positive customer experience
• Will be remotely supporting Australia and other parts of ASEAN as per business needs

Kindly note that this is a HYBRID position.

You will bring:

• Bachelor's degree in Biomedical and/or engineering with previous experience within medical devices highly regarded.
• Minimum experience of 2 years in maintenance and troubl