Sr. Technical Engineer

Position Overview: 

The Sr. Technical Engineer, Singapore is responsible for be the expert in the local Technical Service team via continuing to provide hands-on technical service support for equipment installation, maintenance, troubleshooting, repair, and customer service activities. 

This role is expected to support supervising and monitoring daily technical operations, allocating service resources, developing engineers, ensuring service quality and compliance with company standards, and supporting customer satisfaction through timely and professional technical solutions. Also it’s expected to provide innovative solution for optimize customer satisfaction.

The role also acts as a key local technical interface for internal stakeholders, dealers, customers, regional technical support, and commercial teams. It will support technical training, process improvement, documentation, complex issue escalation, large customer/project support, and safe service execution in line with company requirements and applicable regulatory expectations.

Key Duties & Responsibilities:

• Tenical Leadership & Daily Service Management
• • Guide and support monitoring the Singapore Technical Service team to ensure effective daily service delivery, professional customer handling, and consistent technical standards
  • Plan and coordinate daily service activities, including installation, preventive maintenance, repair jobs, troubleshooting, emergency support, and field service priorities
  • Monitor service workload, engineer capacity, service response, case closure, documentation completion, and customer feedback to ensure operational effectiveness
  • Provide professional guidance to field engineers on technical issues, customer handling, work process, spare parts, safety requirements, and escalation needs
  • Support team capability development through knowledge sharing, on-the-job guidance, and structured technical training
  • Align company policies, technical procedures, service workflow, documentation requirements, and professional conduct standards
• Hands-on Technical Service & Customer Support
  • Independently perform and support equipment installation, commissioning, calibration, troubleshooting, maintenance, and repair activities when required
• • Provide technical guidance and problem-solving support for complex or unresolved service cases encountered by engineers, dealers, or customers
  • Identify spare parts requirements accurately, including part number, description, usage, and return requirements
  • Support the resolution of equipment delivery or installation-related issues, including shortage, incorrect delivery, transportation damage, or site readiness concerns.
  • Explain equipment issues, root causes, repair actions, and future maintenance recommendations to customers in a clear, professional, and patient manner
  • Escalate unresolved or critical technical issues to the manager, regional technical support, or relevant internal stakeholders in a timely manner.
• Service Quality, Process & Documentation
• • Ensure accurate and timely completion of service reports, work orders, system updates, technical feedback, spare parts requests, old-part return, and related documentation
  • Maintain and improve local technical service standards, including installation guidelines, maintenance procedures, troubleshooting references, simple operating instructions, and service checklists
  • Support the development and localization of technical documents, training materials, SOPs, and customer-facing service information where appropriate
  • Collect, summarize, and share recurring technical issues, product feedback, and field observations to support continuous improvement.
  • Ensure proper documentation filing, case tracking, and knowledge management for future reference and internal learning
• Training, Capability Building & Knowledge Sharing
  • Plan, organize, and deliver technical training for internal engineers, dealers, and customers where required
  • Support onboarding and capability development of new technical team members
  • Facilitate technical sharing sessions, case reviews, and best-practice discussions within the SG technical team
  • Coordinate with regional or global technical teams to obtain updated technical knowledge, product information, service bulletins, and troubleshooting guidance
  • Support online or remote training delivery when needed
• Customer, Dealer & Stakeholder Management
• • Maintain professional and constructive relationships with customers, dealers, internal engineers, sales teams, commercial stakeholders, and regional technical support teams
  • Partner with Sales and Commercial teams to support key customers, major projects, installation planning, service commitments, and customer satisfaction improvement
  • Support large customer, project-based, or complex technical cases by coordinating internal resources and ensuring timely follow-through
  • Represent the Technical function professionally in customer discussions, internal meetings, and cross-functional service reviews
• Safety, Compliance & Regulatory Support
• • Ensure all service activities are performed in accordance with company safety standards, radiation protection requirements, equipment handling procedures, and applicable local regulatory expectations
  • Promote safe working practices among the technical team, especially during installation, repair, lifting, electrical work, and field service activities
  • Support equipment installation, technical documentation and composing regular service report, product information, site visits, or internal meetings related to regulatory or compliance requirements, where applicable
  • Ensure engineers comply with relevant company policies, quality expectations, safety procedures, and ethical standards during customer-facing and field activities
• Projects & Continuous Improvement
• • Support local technical projects, service improvement initiatives, process optimization, customer experience enhancement, and operational efficiency improvement
  • Analyze service trends, recurring technical issues, customer complaints, and field feedback to recommend preventive or corrective actions
  • Participate in cross-functional projects involving Technical, Commercial, Regulatory, Supply Chain, Customer Service, or regional teams
  • Perform other duties assigned by the manager according to business needs

Knowledge, Skills & Experience: 

• Education
• • Bachelor’s degree or above in Biomedical Engineering, Electrical Engineering, Mechanical Engineering, Computer Engineering, Medical Technology, or a related technical discipline.
  • Equivalent technical experience may be considered depending on business needs.
• Experience
• • Minimum 6–8 years of equipment service, field service, after-sales technical support, or medical device technical service experience.
  • Prior experience in dental, medical device, healthcare equipment, imaging equipment, or other regulated technical service environments is preferred.
  • Prior team lead, supervisor, senior engineer, project lead, or first-line people management experience is strongly preferred.
  • Experience supporting dealers, customers, internal engineers, and cross-functional stakeholders is required.
  • Experience in technical training, SOP development, project coordination, or complex issue escalation is an advantage.
• Technical & Functional Skills
• • Strong hands-on capability in equipment installation, troubleshooting, repair, preventive maintenance, calibration, and technical diagnosis.
  • Good understanding of service workflow, work order management, spare parts handling, service documentation, and technical escalation process.
  • Ability to read and interpret technical manuals, service bulletins, diagrams, mechanical/electrical drawings, and equipment documentation.
  • Good computer skills and ability to use service systems, reporting tools, Microsoft Office, and digital collaboration tools.
  • AutoCAD or site-planning experience is an advantage but should not be mandatory for SG unless required by the business.
  • Good English communication skills, both written and verbal.
• Technical and Project Management Leadership & Behavioral Competencies
• • Ability to lead a small technical team while remaining hands-on in daily service operations.
  • Strong problem-solving ability with a practical, customer-oriented mindset.
  • Good communication, coordination, and stakeholder management skills.
  • Able to coach engineers, share knowledge, and build team capability.
  • High accountability, ownership, service discipline, and follow-through.
  • Calm and professional under pressure, especially when handling urgent customer issues or complex technical problems.
  • Strong teamwork, initiative, and willingness to travel locally or regionally when required.
  • Commitment to safety, compliance, quality, and customer satisfaction