Field Service Engineer

Field Service Engineer

STERIS is recruiting for a Field Service Engineer to join our team, based in Hong Kong. You will be performing a variety of routine and non-routine local service support assignments and ensure quality services delivered to our customers timely. You are responsible for service activities & revenues of the assigned key accounts, and support service team for ad-hoc service activities including standby for service hotline. You provide customer supports and build strong relationship with customers during field visits. You manage on site installation, repairs, maintenance and provide solutions to customers with product & service offerings.

What You Will Do

• Perform preventive and corrective maintenance, diagnose and troubleshoot, repair, installation of STERIS and related products, including software, operating system, network, hardware, and applications.
• 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.
• Utilize knowledge of company's product lines and services to keep existing and potential customers informed when new, additional needs are identified.
• 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 to ensure resolutions and proper follow-ups.
• 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. 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

The Experience, Skills and Abilities Needed

• Vocational Training / Diploma / Bachelor's Degree in Engineering • Experience in repairing medical, laboratory and healthcare equipment in hospitals is an advantage, not essential • Troubleshooting and diagnostic skills to find, rectify, and anticipate defects in equipment • Team player, strong problem solving and communication skills • Enhanced English proficiency to comprehend operation and service manuals, as well as to communicate effectively with others • Proficiency in CAD drawing will be beneficial