Technical Support Engineer, Digital Pathology, APAC

Permanent Position
26 Apr 2017
Expires on 10 May 2017

Company Description

Our client is a global leader in anatomical pathology solutions and automation, striving to advance cancer diagnostics to improve patients’ lives. They provides pathologists, histologists and researchers a comprehensive range of products for each step in the pathology process. From specimen preparation and staining to imaging and reporting, our solutions help increase workflow efficiencies meaning patients receive their results sooner.

Posted by

Kelvin PANG Yu Kiu (Reg No: R1325516)

Tel

+65 9712 3229

Email

Job Description

  • Field customer (internal and external) support requests for software and hardware components, perform problem determination, and escalate issues as required according to standard operating procedures
  • Troubleshoot Windows networking issues remotely for our customers
  • Track open customer issues, communicate status to customers, follow-up with each country engineer and application specialist and sales 
  • Provide direct support to field sales team for technical aspects (Network/software/hardware/operating system/software & hardware specification and configuration)
  • As an expert user of Image Analysis products you shall train and support internal personnel to broaden knowledge and expertise throughout the organization
  • Interface with engineering to develop and test solutions
  • Work with Business Unit closely to get update and support
  • Assist marketing team in developing and prioritizing enhancement lists for products by communicating repetitive customer issues and relaying customer experiences
  • Develop web-based tools to assist customers such as FAQs, online customer status requests, etc
  • Proactively contact distributors and internal customers to ensure they are pleased

Requirements

  • Minimum 5  years' experience providing technical support with software and hardware components\
  • Bachelor Degree in Information Technology, engineering or equivalent education and experience
  • Experience with installation and technical support for Windows-based software products
  • Experience supporting products with TCP/IP networking components in a Windows environment
  • Good phone and email skills with positive customer-centric attitude
  • Good problem determination technique. Well-organized, and able to follow through on commitments to customers
  • Skilled technical writer able to document problems and solutions for customers (posting FAQs) and other technical support personnel
  • Bilingual with proficiency in Mandarin preferred to liaise with Mandarin-speaking clients
  • Travel up to 50% of the time

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