Field Service Engineer - Growth (Malaysia & VIP)

Life Unlimited. At Smith+Nephew, we craft and manufacture technology that takes the limits off living.

As a Field Service Engineer – Growth, you will be at the heart of that mission. More than just a technical expert, you will act as a trusted partner to our customers, delivering exceptional service support while playing a direct role in driving business growth across the region. Whether solving complex issues remotely or on-site, you'll be instrumental in strengthening our service footprint, elevating customer satisfaction, and unlocking new opportunities for value creation.

This is an exciting opportunity for a technically skilled, service-minded professional who is ready to grow their career in a dynamic and impact-oriented environment.

Responsibilities:

Technical Support & Service Delivery

- Serve as the first line of response for remote and on-site technical inquiries, complaints, and service requests.

- Perform installation, commissioning, decommissioning, and routine preventive maintenance in line with company SOPs.

- Troubleshoot product and system issues across hardware and software platforms, ensuring timely and accurate resolution.

- Support equipment handover, documentation, and logistics coordination.

Customer Engagement & Training

-Provide technical instruction and operational training to biomedical engineers and clinical users.

-Foster trust and credibility with healthcare providers and distributor partners through consistent, high-quality support.

-Maintain accurate service documentation, including field reports, complaint logs, and maintenance records.

Growth Impact & Commercial Enablement

- Actively identify and support service-related revenue opportunities during site visits and remote interactions.

- Collaborate with Sales and Marketing teams to promote enhanced service offerings, such as service contracts, upgrades, and accessories.

-Influence buying decisions by demonstrating the long-term value of preventive care, uptime, and performance reliability.

- Contribute to achieving regional service growth targets by enhancing customer loyalty and expanding the service footprint.

- Support pre-sales technical input and tender submissions in alignment with commercial teams.

Collaboration & Continuous Development

-Participate in internal technical training, product updates, and service calls.

-Share best practices and support regional service engineers as needed.

-Stay informed on new tools, technologies, and procedures to continuously improve field performance.

Requirements:

-Degree or diploma in Biomedical, Electronics, Medical Technology, or a related technical field.

- 1–3 years of field service experience, preferably within the Medical Devices, Diagnostic Equipment, or Healthcare Technology sectors.

-Proven hands-on expertise in installation, troubleshooting, repair, and preventive maintenance of electromechanical or digital medical devices.

-Prior experience working with Smith+Nephew capital equipment or equivalent serviceable devices from leading OEMs is highly desirable.

-Familiarity with regulatory and compliance standards (e.g., ISO 13485, EU MDR) in the servicing of medical devices.

-Demonstrated ability to support service sales, promote contracts, and highlight value-added services during field visits.

-Proficient in using CRM, or other field service management systems.

-Strong verbal and written communication skills in English.

-Skilled in building trust-based relationships with customers, distributors, and internal cross-functional teams.

-Ability to work independently, prioritize tasks, and operate effectively in a matrixed organization.

-Capable of providing basic technical training to end-users or biomedical engineers on-site.

-High attention to detail in documenting maintenance, complaint handling, and service visit reports.

-Experience using remote support tools, diagnostic platforms, or mobile service applications is a plus.

Ability to prepare clear, concise presentations and reports for management meetings and business reviews, effectively communicating technical issues and service performance

Valid driver’s license and willingness to travel up to 50% domestically and occasionally regionally.

Certifications in Six Sigma are advantageous.

Travel: 30% regional/market travels.

Physical Demands: Regular lifting, travel, and on-site work in hospital environments may be required.

You. Unlimited.

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.

• Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website (https://www.smith-nephew.com/)

• Your Future: Generous annual bonus and pension Schemes, Save As You Earn share options.

• Work/Life Balance: Flexible Vacation and Time Off, Paid Holidays and Paid Volunteering Hours, so we can give back to our communities!

• Your Wellbeing: Private Health and Dental plans, Healthcare Cash Plans, Income Protection, Life Assurance and much more.

• Flexibility: Hybrid Working Model (For most professional roles).

• Training: Hands-On, Team-Customized, Mentorship