Technical Service Engineer

Job Title: Technical Service Engineer

Location: Hong Kong

Job description

Work Duties:

• Serve as primary contact for all service matters related to the medical device and other Company's devices in Hong Kong

• Address customer technical issues through both remote support and on-site visits

• Document, escalate, and coordinate all service cases with the Helpdesk team

• Oversee repair processes and ensure timely resolution of all cases

• Maintain and track inventory of loaner and demonstration equipment

• Implement standardized service protocols and troubleshooting procedures

• Generate detailed service reports and maintain action item lists for reviews

• Handle customer service escalations and complex technical situations

• Collaborate cross-functionally to resolve customer issues and enhance service quality

• Identify and implement process improvements to elevate service standards

• Develop and maintain service documentation for both internal and customer use

• Formulate technical service strategies aligned with business objectives

• Prepare comprehensive meeting reports and follow-up action items

Requirements:

• Bachelor's degree in Engineering, IT, or related technical field

• Minimum 2 years' experience in technical troubleshooting role

• At least 2 years' customer service experience in medical device industry (aesthetics experience preferred)

• Quality assurance background considered an asset

• Strong interpersonal and cross-functional communication skills

• Excellent technical documentation abilities

• Professional demeanor when interacting with customers and stakeholders

• Proactive problem-solver with positive attitude

• Ability to develop and implement service improvement initiatives