Field Service Engineer

1. Job Purpose

The Field Service Engineer is responsible for the installation, commissioning, troubleshooting, repair and preventive maintenance of MAA medical devices and healthcare-technology systems in Singapore. The role also provides technical support to customers, the SalesTeam and product principals, and takes ownership of service cases through diagnosis, escalation, resolution and documentation.

This is a customer-facing technical role. The Engineer is expected to work independently on routine and moderately complex service issues, while escalating specialised or manufacturer-level problems when required.

2. Key Responsibilities

a. Field Service, Troubleshooting & Repair – approx. 40%

· Attend customer complaints ands ervice requests, create/manage Case IDs and maintain clear follow-up until closure.

· Perform onsite troubleshooting, repair and corrective maintenance of medical devices, diagnostic-imaging peripherals, DICOM CD/USB solutions, PACS-related systems and other assigned products.

· Diagnose faults systematically using service manuals, logs, test tools and manufacturer support resources.

· Escalate unresolved or specialised faults to product principals/manufacturers with complete technical information and follow through to resolution.

· Provide prompt, professional customer updates on case status, findings, actions and next steps.

b. Installation, Commissioning & Preventive Maintenance – approx. 35%

· Perform or lead onsite installation, commissioning, acceptance testing, servicing and preventive maintenance of assigned equipment.

· Prepare and complete AcceptanceTest Protocols (ATP), Preventive Maintenance checklists and relevant test/performance records.

· Verify system readiness, basic connectivity, workstation/PC requirements and safe operation before handover to the customer.

· Support onsite installation/service during office hours and, when operationally required, after office hours.

c. Technical Support to Sales / Tender / Product Team –approx. 5%

· Support the Sales Team with technical information, customer discussions, product demonstrations and site requirements as needed.

· Review customer technical requirements and provide input for pre-bid, tender specifications, compliance information and technical clarifications.

· Coordinate with ProductManagers/Engineers of principals on technical questions, service bulletins, training and product updates.

d. Service Documentation, Quality & Traceability –approx. 10%

· Complete service reports, timesheets, ATP/PM records, delivery/traceability records and other required service documentation within the required timeframe.

· Upload and maintain service documents, supplier AWB/DO/invoice records, customer complaint records and traceability information in the designated company systems/NAS.

· Maintain accurate records ofrecurring issues, technical findings and preventive actions to support service quality and auditability.

e. Technical Development & Team Support – approx. 10%

· Prepare periodic technical summary reports and share lessons learned from service cases.

· Provide basic technical guidance or knowledge transfer to technicians, interns or junior staff when assigned.

· Attend local or overseas product/service training when required and apply new knowledge to field support.

· Support stock/equipment check sand ensure demo/service equipment is maintained in serviceable condition.

3. Candidate Requirements

· Diploma or Degree in Electrical & Electronics Engineering, Biomedical Engineering, Mechatronics, Computer/IT Engineering or a related technical discipline.

· Good hands-on troubleshooting skills with PC/Windows and basic understanding of networks, interfaces or system connectivity.

· Experience with medical equipment, DICOM/PACS, diagnostic-imaging systems or field service is preferred; strong relevant hands-on experience may also be considered.

· Able to read technical manuals, service documents and communicate clearly in English.

· Able to work independently, organise service priorities and travel to customer sites across Singapore.

· Willing to support after-hours service when genuinely required and to travel overseas for technical training when assigned.

4. Personal Attributes

· Customer-service mindset with clear, calm and professional communication.

· Resourceful, analytical and systematic in troubleshooting; avoids guessing when technical facts are uncertain.

· Strong ownership and follow-through from case opening to documented closure.

· Safety-conscious, disciplined and careful when working with customer equipment and data.

· Neat, punctual and professional when working at hospitals, clinics and customer sites.

· Willing to learn continuously and upgrade both technical and interpersonal skills.