Service Engineer

The company is looking for a full-time Technical Support Engineer reporting to Service Manager. The Technical Support Engineer is responsible for identifying customer issues and providing a solution in order to resolve the case, or routing requests to the correct department, in addition to performing onsite installation, training and maintenances. This position involves extensive overseas travel.
Essential Duties & Responsibilities:• Provide Customer Service and Support for company systems, both by phone, by remote tools, and physically at customer sites worldwide• Assist customers to troubleshoot and resolve support issues, including operation, maintenance, database management, operating system, custom code, and performance tuning.• Carry out installations and training of Company products at customer sites around the world• Perform routine preventive maintenance on company products• Follow up on past complaints and requests to ensure delivery or resolution• Document and maintain Field Document Forms; Service Records, and Customer Complaint records in compliance with the Quality Management System of the company• Ensure customer satisfaction through professionalism and swift resolution
Qualifications and Experience:• Excellent written and oral English communication skills• Technical background assembling complex integrated systems• A keen understanding of computer hardware and Windows OS• Experience working with microscopy based systems (advantage)Proficient with MS office applications including Word, Excel, PowerPoint and Outlook• Prior relevant work experience providing some form of technical support (medical device – advantage)• Mechanical / Electrical / Biology / Biotechnology education background• Dedication to the customer service experience
Working Conditions:• Ability to perform physical work• Ability for extensive overseas travel at least two week per month