모집분야

  Technical Service Engineer-HST

담당업무

Summary

This position is to deliver service excellence for the Korea region for HST
(Healthcare Systems and Technologies). 

The person should have experience in Healthcare  product industry market (OR Surgery Product), 

onsite support and technical/service environment.
This person will need to provide Level 2 Technical support,

coordinate field service action and build up the distributor competency in servicing the
product efficiently. 

The person must ensure all product recalls and service protocols are executed timely
as well as maintains customer relationships.

Essential Duties and Responsibilities 

Technical Support

·       2nd Level Technical support to diagnose and troubleshoot onsite or remotely.

·       Build key relationships within the global technical support, business unit teams & regional 

SME to address issues, bring best practices and implement timely solutions for customers.

·       Provide Pre and Post sales technical support

·       Facilitate Warranty Claim and RMA process & Distributor support for complaint handling
with post market surveillance team.

·       Champion new initiatives including connectivity relevant to product & technology for
GSS business

·       Support sales team together with regional service teams for new products and solutions
within for GSS, 

including design & implementation for new projects

·       Be ambassador for GSS Services, partner with internal (commercial, marketing, product) teams and external teams (distributors/Customers) for new product launches, events, promotions

·       Cross train on other BU for backup and supporting customer issues

Distributors Service Management

·       Build key relationships with the distributor, cluster leadership and regional technical
support teams 

to leverage our network of expertise across the region to drive service excellence

·       Ensure product recalls are prioritized and completed in timely & compliant manner,
working closely with QA,

 regional & global teams

·       Installation support and Installed base management for Korea, build analytics for parts
consumption, 

contract packages and drive productivity to ensure right parts are ordered.

·       Responsible for all KPI for GSS Services across Korea, including response and resolution time

·       Execute service support plans for GSS as per country business priorities

·       Gather regular feedback from customers & Conduct NPS satisfaction survey 
 with customer/Distributors

·       Support Spare parts sales strategy and contract to distributors

·       Provide onsite support for escalations as required

자격요건

Qualifications 

·       Knowledge of the basic principles in various engineering disciplines.

·       Ability to discuss normally encountered technical or project management issues, both verbally
and in written form.

·       Must have good interpersonal communication skills.

·       Ability to work as a collaborative team member.

·       Proactive result-oriented individual who sees assignment completion. Must be able to operate 

a personal computer and appropriate software packages.

·       Good command of both verbal & written English & Korean is highly preferred.

Education and/or Experience

·       Bachelor Degree in Biomedical Engineering or engineering related studies.

·       Minimum of 5 years of experience Product Services & Technical Support including

 troubleshooting and diagnosing technical hardware. OR Surgery product experienceis highly desired.

·       Knowledge with networks, healthcare IT, EMR and DICOM will be an added advantage 
Certification in Train the Trainer program is highly desired

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