Perform daily diagnostic, disassembly, repair, and testing procedures for returned or failed product according to Standard Operating Procedures (SOPs).
Ensure high repair quality and turnaround time, strictly adhering to safety and quality control standards.
Maintain accurate repair logs, document fault root causes, and manage the consumption of spare parts and tools.
Identify recurring hardware/software issues and provide technical feedback to the engineering or R&D teams for product improvement.
2. Repair Quotation & Order Management
Conduct technical assessments to determine the root cause of failures and formulate optimal repair solutions.
Generate accurate and detailed repair cost quotations based on diagnostic results and parts pricing.
Communicate repair plans and quotations to customers, addressing their technical and commercial inquiries to facilitate repair confirmations.
Update repair status, quotation data, and order progress accurately in the service management system.
3. Technical Support & Troubleshooting
Provide remote or on-site technical support to resolve customer inquiries regarding product functionality, error codes, and basic operational issues.
Guide customers through preliminary troubleshooting steps to identify whether on-site repair or factory return is necessary.
Escalate complex or unprecedented technical issues to senior engineering teams with detailed diagnostic reports.
4. Customer Communication & Service Experience
Translate complex technical jargon into clear, easy-to-understand language for customers, ensuring they fully comprehend the repair necessity and solutions.
Maintain professional and empathetic communication when handling customer concerns regarding repair timelines or costs, building trust through technical expertise.
Proactively educate customers on proper equipment maintenance and, when appropriate, introduce the value of official repair services and extended warranties.
Qualifications
Education: Bachelor’s or Associate degree in Engineering, Electronics, Mechatronics, Medical Technology, or a related technical field.
Experience: 1-3 years of hands-on experience in medical device repair, hardware testing, field service, or technical support. Experience in the medical device, precision instruments, or high-tech equipment industry is highly preferred.
Technical Foundation: Solid understanding of electronic circuits, mechanical structures, or software systems. Ability to read technical schematics, manuals, and wiring diagrams. Proficient in using diagnostic tools and testing equipment (e.g., multimeters, oscilloscopes).
Language: Fluent in Mandarin with clear articulation; basic English proficiency (capable of reading technical manuals and system interfaces).
System Skills: Proficient in Microsoft Office and familiar with ERP, CRM, or service operation systems.
Core Competencies
Technical Proficiency & Hands-on Skills: Strong practical ability in equipment disassembly, troubleshooting, and soldering/repairing, with a meticulous approach to technical details.
Analytical Problem-Solving: Logical thinking skills to systematically isolate faults, identify root causes, and determine the most effective repair strategies.
Effective Communication: Ability to articulate technical concepts clearly to non-technical customers, actively listen to customer needs, and negotiate repair solutions professionally.
Accountability & Quality Focus: Strong sense of responsibility for repair quality and turnaround time, with a commitment to delivering reliable service outcomes.
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.
