Senior Field Service Engineer, Dx, Taiwan Taiwan + Provide installation, debugging, maintenance, repair, and upgrading of products at assigned sites. + Support Sales with pre-sales activities including but not limited to demonstration system setup and configuration, trade shows, and tender responses. + Provide technical support services to customers and Hologic distributors by providing both on-site and off-site service as needed. + Provide 24/7 coverage to distributors / customers within 24 hours of notification. + Ensure frequent & fluent communication with customers and distributors to enhance customer satisfaction. + Manage Service Key Performance Indicators (KPIs) including Net Promoter Scores (NPS) by reviewing trends, suggesting changes for improvements, and achieving results. + Review distributors’ / partners’ Service capabilities through tracking training completion / needs and monitoring escalation rates. + Become a technical expert on assigned products and train other less experienced direct and/or distributor engineers + Schedule and manage preventive maintenance and unscheduled visits to installed base sites. + Complete work reports timely and document repair / resolution of customer complaints. + Determine correct inventory levels of spare parts with supply lines, manage exchange of parts and ensure to return required parts to the factory timely + Handle service business developments and follow up with payments when required. + Document repair / resolution of customer calls in CRM system and escalate issues to management as needed. + Work with application team to resolve quality issues and advise of issues and developments. + Advise management of issues and developments + Ensure instrumentation is in compliance with regulatory requirements and quality control standards. Requirements + Bachelor’s degree in Bio-Medical Engineering, Electronic Engineering, computer science or related technical discipline is required. + At least 10 years of experience in a field service position working with customers to resolve problems related to diagnostic related medical equipment preferred. + Strong computer literacy. + Able to travel and work independently. + Must be capable of multi-tasking, setting priorities and scheduling work activities. + Ability to resolve problems, think analytically and communicate professionally in high pressure, time sensitive, customer environments. + Position requires the ability to be “on call” after normal working hours. + Excellent communication and interpersonal skills, including excellent English skills (spoken & written) + Must be able to lift a minimum of 50 pounds.