Field Service Engineer (Hanoi, Vietnam)

Summary

As a Field Service Engineer, you will provide technical assistance and service education in native language on various mechanical, electro-mechanical, electronics & multi-networking solution-based equipment to all appointed STERIS dealers in Vietnam. You will conduct market research on standard of equipment requirement in the country and interact with appointed service dealers on a daily basis. Also, you will conduct educational level 1 service trainings in native language for all STERIS Healthcare products when required and drive Vietnam service revenue & spare parts inventory.

What You Will Do

• Perform Pre/Installation, Preventive Corrective Maintenance, Servicing and IQOQ as required on STERIS and related Equipment. This includes testing, disassembling, replacing, or repairing defective parts; rewiring or reassembling as required; troubleshooting, adjusting/calibrating, and certifying equipment ready for use by using standard and specialized tools, test equipment and manuals (i.e., schematics, diagrams, technical manuals, etc.).
• Assisting appointed Vietnam service dealers by providing service calls, warranty calls, field upgrade programs, service troubleshooting onsite & offsite, recommended repairs, modification and refurbished standard and special purpose equipment system.
• Promote and Implement Regular Preventive Maintenance and Preventive Maintenance Parts Replacement for All STERIS and related Equipment according to Factory Standard. Educate the needs and advantages of regular Preventive Maintenance to all Customers.
• Conduct Dealer Service Training and End User training in native language when required
• Provide Technical Support to Vietnam sales & service dealers through email, telephone and on-site support when required.
• Perform administrative duties as assigned to ensure effective planning, utilization, and required paperwork completion. This includes but is not limited to:  the translation of English to native language of the Service Maintenance Manual, User Operation Manual and other documents pertaining to STERIS Healthcare equipment; providing schedule to Sales Manager at the beginning of each week; communication on schedule/changes to Service Dealers; maintain tools and inventory to prescribed levels as required by Country Manager.
• Develop and maintain effective, communicative relationships with appointed sales & service dealers, managers, support functions. Utilize provided product and industry knowledge to ensure service dealer’s expectations of service are exceeded.
• Respond to routine customer and sales questions regarding equipment operation and performance.  At the Sales Manager’s discretion, provide on-site support to the sales and dealers organization, limited to identifying opportunities, sizing, and utility requirements.
• Utilize customer protocols when entering and exiting facilities and abide by all Health & Safety protocols.
• Team collaboration
  • Build up Equipment specification in native language
  • Monthly collect cycles data for VPRO & washers
  • Cooperate with Consumables team to increase the usage of dedicated & non-dedicated chemistry

The Experience, Skills and Abilities Needed

• Bachelor’s Degree in Engineering
• Minimum 3 years in medical industry field service, experience in CSSD, OR & Endo is preferred.
• Minimum 2 years’ experience working with dealers and 1 year of project management experience.
• Diagnostic and troubleshooting skills to find, rectify, and anticipate defects in equipment. 
• Fluent in English (speaking, listening, reading & writing)
• Able to work with ambiguity.
• Able to work around problems to achieve the best possible outcome.
• Able to communicate technical matters/issues to STERIS regional level and work with all levels of technical and non-technical personnel in the hospitals.
• Able to resolve problems quickly and efficiently, with the help of others if necessary.
• May be required to work unsocial hours in order to complete a job, or to travel for work when required.

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