Job Location: Malaysia, Thailand, Singapore or other Southeast Asian countries
Job Responsibilities:
1. Team Leadership & Supervision
- Lead, mentor, and manage the technical support team for surgical robotic systems across assigned countries.
- Allocate resources, set performance goals, and conduct regular evaluations to ensure high-quality service delivery.
2. System Installation & Configuration Management
- Oversee the end-to-end installation and configuration of robotic surgical systems in hospitals and surgical centres.
- Provide technical guidance to ensure optimal system performance and compliance with global standards.
3. Advanced Troubleshooting & Escalation Support
- Act as the highest level of escalation for complex technical issues, coordinating remote and on-site interventions.
- Collaborate with Clinical, Quality, and R&D teams to drive timely resolution and root cause analysis.
4. Preventive Maintenance Strategy
- Develop regional preventive maintenance schedules and ensure adherence to minimise system downtime.
- Monitor system performance data to proactively identify potential risks and improvement opportunities.
5. Training & Capability Building
- Design and deliver advanced technical training programs for internal engineers and healthcare professionals.
- Champion the creation and continuous improvement of technical documentation, troubleshooting guides, and knowledge databases.
6. Cross-Functional Collaboration
- Partner with R&D to provide field insights for product enhancements, new feature testing, and validation of software/hardware releases.
- Work closely with Sales and Marketing to support pre-sales demonstrations and customer technical inquiries.
7. Quality & Compliance
- Drive quality assurance processes within the support organisation, ensuring compliance with local regulations and MicroPort quality standards.
- Lead investigations of product quality issues and contribute to corrective and preventive action plans.
8. Operational Excellence
- Manage the regional technical support budget, spare parts inventory, and external service vendors.
- Establish key performance indicators (KPIs) and continuously improve service efficiency and customer satisfaction.
Qualifications:
- Bachelor's degree or higher in Engineering (Biomedical, Mechanical, Electrical, or related disciplines).
- Minimum of 8 years experience in technical support, field service, or engineering roles within the medical device industry; at least 3 years in a team leadership or supervisory position.
- Strong knowledge of robotic systems, electro-mechanical devices, and control systems; hands-on experience with surgical robots is highly preferred.
- Proven ability to diagnose and resolve complex technical issues, with a customer-centric mindset.
- Excellent project management and organisational skills, capable of handling multiple priorities across different countries.
- Outstanding verbal and written communication skills in English; proficiency in additional Asian languages (e.g., Thai, Malay, Tamil) is an advantage.
- Demonstrated leadership competencies: team development, strategic thinking, cross-cultural collaboration, and change management.
- Willingness to travel frequently within the region for on-site support, installations, and team meetings.
