Regional Field Service Engineer - APAC

At AliveDx, we empower diagnostic insights, transform patient care, and innovate for life. With over 30-years in in-vitro diagnostics, we put the health of patients first by creating innovative solutions designed for faster diagnostic results. Alba–– our blood bank reagents portfolio–– and MosaiQ®–– one of the first multiplexing and multimodality automated testing platforms––are designed to make labs more efficient and clinical decision-making more effective. Our journey started as Alba Bioscience, and later, Quotient. Today, as AliveDx, we innovate for life.

REGIONAL FIELD SERVICE ENGINEER - APAC

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AliveDx is recruiting for a Regional Field Service Engineer to join our Global Emerging Markets team based in Malaysia. The role is a full-time and permanent position. It is a field position with required travels.

YOUR MISSION

The AliveDx Regional Field Service Engineer - APAC is highly skilled on the AliveDx systems and ensure 1st Level and 2nd level support to customers and distributors. The RFSE conducts AliveDx system on site commissioning, operational qualification and distributor training. He/She conducts her/his role with the goal of achieving and maintaining highest customer satisfaction.

As part of this team, your main responsibilities will include:

• Installation and commissioning of instruments at distributor and customer sites or other sites as determined by the Regional Business Manager
• Deliver first and second-level support for AliveDx systems, reagents, and software
• Document complaint investigations, resolutions, and rationales in CRM and complaint management systems
• Handle and resolve customer and distributor inquiries, complaints, and incidents using CRM tools in a timely and professional manner
• Assist the Technical Support Organization in strategy development and customer satisfaction initiatives
• Document complaint investigations, resolutions, and rationales in CRM and complaint management systems
• Review technical documentation, including User Manuals, Service Manuals, IFUs, software interfaces, and translations
• Deliver on-site and classroom training for distributor FSEs and customers on AliveDx systems, software, and applications
• Troubleshoot complex system and performance issues to identify root causes and implement solutions

YOUR COMPETENCIES

• Bachelor’s degree in Engineering or similar field and 5+ years of experience in a high tech environment
• 2–3 years of experience in a technical service, maintenance, or engineering support role, preferably involving installation, calibration, troubleshooting, and repair of diagnostic or laboratory instruments
• Experience with and/or certified in regulatory environments GMP, CLIA, HIPAA, Safe-Harbor, and ISO13485
• Knowledge of IT, networking TCP/IP, security is required
• High degree of technical competence & confidence
• Proficiency with personal computer, e-mail, and Microsoft Office programs
• Exceptional analytical approach to problem solving and troubleshooting
• Customer focused; sense of urgency and adaptive to change
• Very strong verbal, written and presentation communication skills
• Fluent in English at least one other regional language
• Dynamic, self-motivated and driven; independent and proactive
• This position is field based and requires up to 80% travelling internationally wide by car, train or plane

WHAT WE OFFER

• A highly dynamic and growing environment,
• An opportunity to live your passion for an intrapreneurial mindset, where cultivating innovation and customer centricity are at the heart of everything we do

Interested? We invite you to send your application, including your resume and any other relevant documents. We look forward to exploring your potential contributions to AliveDx.

AliveDx is an equal opportunity employer and welcomes applications from all qualified individuals regardless of nationality, sex, disability, religion/belief, sexual orientation or age. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on competences, performance and business needs.