Service Center Technical Service Specialist

Let’s Talk About Responsibilities

• Respond to customer enquiries efficiently and professionally
• Clean and disinfect ResMed Sleep and Respiratory products
• Repair and support ResMed Sleep and Respiratory products; including diagnosing and replacing any modules in order to rectify faults.
• Maintain non-ResMed brand rental asset products such as oxygen concentrator, cough machine
• Generate service quote and invoice service charge
• Record the service activities in the service management system, ERP system, and service document
• Maintain calibration of reference test equipment
• Manage the work environment of the service center
• Provide IT solution support (AirView, myAir, AirMini app, myNight etc)
• Provide internal and external customers with service training
• Ensure Department work procedures are maintained updated and accurate to reflect the current process
• Maintenance of the Service Centre Inventory, ensuring all daily consumables are available to keep operations flowing.  Co-ordinate cycle counting and/or annual stock take.
• Spare parts invoicing and shipment within a timely manner
• Maintain the highest focus on customer satisfaction, while adhering to the company quality system
• Other administration and clerical duties as directed by the Operations Manager

Specific Skills and Challenges

• Ability to work in within a small team environment to achieve the required daily tasks, and focus on reaching team goals
• Ability to triage and prioritize service and repair activities across customers and product platforms.
• Proficient dealing with related software, and capable in supporting multiple product platforms
• Ability to use test equipment necessary to test and diagnose faults to component/module level of ResMed equipment.
• Ability to acquire and share technical knowledge
• Ability to communicate written and aural information successfully at all levels within the company and with customers.
• Excellent time management skills to ensure all tasks are completed accurately and in a timely manner.
• Ability to provide phone support for technical product related queries when required
• Intermediate skill levels in Microsoft Office - Excel is required.
• Ability to work autonomously and without supervision to achieve the requirements of this role
• Ability to handle difficult customers and situations and find effective solutions to the issues

Let’s Talk Qualifications and Experience

• Bachelor Degree (Preferably Electronics or Biomedical engineering) or tertiary education in technical/engineering stream
• Min 1 year of technical experience in diagnosis, repair, and handle electronics, managing medical devices would be preferred
• This is a one-year contract; subject to extension/conversion based on business needs.

#LI-APAC

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.