Monroe Consulting Group, an Executive Recruitment firm, is partnering with an organisation in the Medical Device/ Equipment sector to hire an R2 Remote Engineer - APAC. This opportunity is based in Selangor.
Position Overview
This role serves as the primary technical escalation point for distributors and Field Service Engineers, providing advanced remote support for complex technical issues. It plays a critical role in ensuring timely issue resolution, operational excellence, and high levels of customer support across the APAC region.
Key Responsibilities
- Provide Level 2 remote technical support for distributors and internal Field Service Engineers across the APAC region.
- Act as the primary technical escalation point for complex product, system, and application-related issues.
- Perform advanced troubleshooting, fault isolation, diagnostic analysis, and root cause investigations.
- Coordinate with the Service Engineering team on high-level technical escalations and corrective actions.
- Maintain ownership of assigned cases from escalation through resolution and closure.
- Support distributor service organisations with technical guidance, troubleshooting assistance, and best practices.
- Assist Field Service Engineers during complex onsite service activities and customer escalations.
- Analyse system logs, diagnostic data, and service reports to identify and resolve technical issues.
- Prepare and maintain technical documentation, troubleshooting guides, and knowledge base articles.
- Identify recurring technical issues and recommend corrective and preventive actions.
- Participate in technical reviews, product updates, training activities, and continuous improvement initiatives.
- Contribute to the development and sharing of technical knowledge across the regional service organisation.
- Maintain effective communication with all stakeholders and provide timely updates on escalation status and resolution plans.
- Stay current on product enhancements, software releases, and technical documentation.
Key Requirements
Qualifications & Experience
- Diploma or Bachelor's Degree in Engineering, Biomedical Engineering, Electronics, Information Technology, Medical Technology, or a related technical discipline.
- Minimum 3 years of experience in Technical Support, Field Service, Service Engineering, or a related technical role.
- Experience supporting distributors, channel partners, or regional service organisations is preferred.
- Fluent in English; additional Asian language capabilities are an advantage.
- Willingness to support stakeholders across different APAC time zones.
Technical / Functional Expertise
- Strong troubleshooting and analytical skills with the ability to diagnose complex technical issues.
- Ability to interpret technical documentation, system logs, and diagnostic information.
- Experience providing technical support for distributors, channel partners, or regional service organisations.
- Capability to perform fault isolation, diagnostic analysis, root cause investigations, and technical issue resolution.
- Experience preparing technical documentation, troubleshooting guides, and knowledge base articles.
Soft Skills & Leadership Competencies
- Strong communication and interpersonal skills with the ability to work effectively across multiple functions and cultures.
- Demonstrated ability to work independently in a remote support environment.
- Customer-focused mindset with strong ownership and accountability.
- Strong stakeholder management and collaboration skills.
- Ability to maintain effective communication and provide timely updates on escalation status and resolution plans.
