Key Responsibilities

• Perform troubleshooting, diagnostics, and repair of ophthalmic equipment (e.g. OCT, visual field analyzers, phoropters, slit lamps, lasers) for local and regional clients
• Handle post-sales customer complaints and technical inquiries in a timely and professional manner
• Liaise with internal teams and principals/vendors on complex technical issues and repair cases
• Ensure all repair activities, complaints, and service records are accurately updated in the system (e.g. ServiceMax / CRM)
• Monitor and ensure all repair jobs are completed within Service Level Agreement (SLA) timelines
• Follow up with customers to ensure timely resolution and proper closure of service cases
• Provide technical consultation and updates to customers on repair status and solutions
• Maintain proper documentation of diagnostics, repair work, and service updates in internal systems
• Plan and request necessary tools and spare parts to support repair activities and avoid delays
• Follow job assignment and dispatch processes to ensure smooth workflow and service delivery
• Coordinate closely with Service Coordinators, Field Service Engineers (FSE), Sales, Supply Chain, and Product teams
• Perform testing and quality checks after repair and maintenance жұмыстар
• Support continuous improvement initiatives in service processes and workflow efficiency
• Participate in technical training and self-learning to enhance product and repair knowledge

Key Requirements

• Diploma or Degree in Biomedical Engineering, Electrical Engineering, or related field
• Minimum 2-5 years of experience in technical repair, service engineering, or similar role
• Experience in medical devices or ophthalmic equipment is an added advantage
• Strong troubleshooting and analytical skills in hardware and equipment repair
• Good communication skills and ability to work with cross-functional teams
• Positive attitude with willingness to learn and improve
• Able to manage multiple tasks and meet deadlines in a fast-paced environment
• Familiarity with ServiceMax or similar service/CRM systems is an added advantage
• Detail-oriented with strong sense of responsibility and follow-through