Senior Engineer, Technical Service

This is where your work makes a difference.

At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond.

Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results.

Here, you will find more than just a job—you will find purpose and pride. 

Position Summary

The Sr. Engineer, Technical Service is responsible for the installation, maintenance, troubleshooting, and technical support of Baxter medical devices and systems in Hong Kong. The role partners closely with customers, distributors, commercial teams, and regional/global technical support teams to ensure service excellence, regulatory compliance, customer satisfaction, and business growth.

Key Responsibilities

Field Service Operations

• Perform installation, commissioning, preventive maintenance, corrective maintenance, and troubleshooting of assigned medical devices.
• Execute field actions, product upgrades, recalls, and other service-related activities.
• Manage spare parts inventory, logistics, and shipment arrangements.
• Ensure timely completion of service activities in accordance with service manuals, quality procedures, and company requirements.
• Provide field support as required.

Customer & Distributor Support

• Build and maintain strong relationships with customers, distributors, and key stakeholders.
• Deliver technical training and support to distributors and customers.
• Partner with regional and global Technical Service teams to resolve complex technical issues.
• Support distributor service capability development and continuous improvement initiatives.

Service Excellence & Compliance

• Ensure accurate and timely documentation of all service activities in the service management system.
• Monitor service performance and achieve established KPIs.
• Track field actions and escalate quality or safety concerns to appropriate stakeholders.
• Support product recalls and ensure completion in a compliant and timely manner.
• Coordinate calibration and maintenance of service tools and equipment.

Business Partnership

• Collaborate with Sales, Marketing, Quality Assurance, Regulatory Affairs, Finance, HR, and IT teams.
• Participate in customer meetings, service reviews, and commercial activities where appropriate.
• Analyze service data, customer feedback, and product performance trends to drive customer satisfaction and operational improvements.
• Support installed-base management and develop analytics related to service contracts, parts consumption, and service productivity.

Qualifications

• Bachelor's degree in Biomedical Engineering, Electronic Engineering, Mechanical Engineering, or a related technical discipline.
• 5+ years of field service, technical support, or medical device engineering experience.
• Strong troubleshooting and problem-solving skills.
• Experience supporting healthcare equipment and clinical environments is preferred.
• Knowledge of quality systems and regulatory requirements within the medical device industry.
• Ability to work independently and manage multiple priorities.
• Strong communication and stakeholder management skills.
• Proficiency in English and Chinese (Cantonese preferred).

Preferred Competencies

• Customer-focused mindset.
• Strong analytical and continuous improvement capabilities.
• Ability to collaborate across functions and cultures.
• Experience working with distributors and regional/global technical teams.
• Project management and service operations experience.

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

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