1. Primary Objective of Position

• The Area Service Professional primary job function is to serve as the subject matter expert and provide automation/Alinity hardware solution implementation services located in large core clinical laboratories. Implementation consists of leading a localized team of service specialists to provide on-site services to receive and accept the product shipment; transport to the laboratory location; assemble and test the automation/Alinity solution prior to turning over the solution for the informatics implementation. Utilize and develop consulting strategies and tools that will increase the automation/Alinity solution strategies for long term customer partnership commitments.
• This role will also provide field service engineering support to the host country where necessary.

2. Core Job Responsibilities

• Primary focus is to implement/support automation/analyser at customer site
• Manage deliverables assigned, which includes due dates, resources and time needed, etc, as a member of a project team.
• Identifies and troubleshoots basic instrument and automation issues. This includes the use of service tools, manual and log analysis, as appropriate.
• Performs technical responsibilities of local service personnel, such as performing repairs and installation.
• Assist Area SME to develop problem solving guidelines, checklist, or other materials to assist customer service staff to respond to enquiries that are recurring or routine.
• Handover project tasks to post implementation team before leaving site
• Able to travel and perform installation on-site within APAC countries
• Able to work with area SME and guide country SME with implementation and post implementation support

3. Major Accountabilities

• Work with country/senior area service professional to perform Onsite Automation/Software Implementation Across APAC as needed.
• Work with senior area service professional to providing Level 3 Support for Hardware/Software Related Products.
• Work with senior area service professional to perform on-site or remote investigation and troubleshooting as needed
• Works with cross functional specialist to ensure that there is alignment and understanding of what it constitutes to scope customer expectation
• Work with country SME and ensure implementation is done as per project plan
• Responsible for identifying and communicating critical gaps and recommend potential improvements to cross-functional work processes.

4. Education

• Educated to degree level or equivalent, ideally in Biomedical Engineering and/or computer science

5. Minimum Experience / Training Required:

• Good knowledge in communication/interface protocols such as ASTM or HL7
• Knowledge in multiple different Operating Systems such as Windows, Linux (Ubuntu, SuSe, etc) is an advantage
• Good interpersonal and influencing skills; Willingness to work in cross-functional teams
• Ability to develop and champion new ideas and approaches
• Willingness to learn new things and able to adapt to changes
• Fresh graduates are encourage to apply

6. Location and Reporting

The successful candidate will be based in Malaysia.

Other locations will be considered depending on candidate experience and suitability.

The role will report to the Manager Technical Support/Senior Area Service Professional