Technical Support

Esco Lifesciences Group provides enabling technologies, products and services to the life sciences and healthcare industries, supporting academic research and scientific discoveries, clinical practice, as well as biopharmaceutical R&D and manufacturing. Headquartered in Singapore, Esco has an extensive sales network in over 100 countries, direct sales and service offices in 24 countries, 8 manufacturing and R&D hubs in the US, Europe, the UK, China, Singapore, Indonesia, and over 1500 employees worldwide.

Esco is poised to benefit from the sustained growth of the healthcare and biopharma industries in Asia and globally. Esco has achieved market leadership in China, and globally, in multiple categories within some of the fastest-growing segments with China being its largest and fastest growing market. As a Singapore-headquartered company, Esco is a nexus of East and West, bridging technologies, products and talent across the world, with global operations spanning the US, Europe and Asia.

Key Responsibilities:

- Handle and resolve customers technical complaints promptly and efficiently.

- Provide remote assistance to service engineers for reported technical issues.

- Report recurring technical issues to the management team to identify trends.

- Collaborate with quality, production, and engineering teams to determine root causes and implement corrective actions.

- Liaise with the production team to ensure the availability of replacement parts.

- Coordinate with the shipping team to facilitate the timely shipment of replacement parts.

- Assist the customer service team in identifying item codes for spare parts and units.

- Review IQOQ (Installation Qualification and Operational Qualification) documents prepared by the product management executive team.

- Ensure compliance with ISO 9001, ISO 14001, and ISO 13485 standards.

Key Requirements:

- Diploma or Bachelor's degree in Electrical/Electronics/Instrumentation Engineering or relevant field.

- Minimum 1 to 2 years of related work experience in technical support in the area of product quality. Fresh graduates with experience in testing and troubleshooting are welcome.

- Excellent spoken and written English skills.

- Proficient in MS Office applications, including Word, Excel, PowerPoint, and Outlook.

- Strong interpersonal skills to manage customer expectations and handle complaints.

- Precision in diagnosing problems and documenting solutions.

- Strong work ethic and sense of responsibility.

- Ability to work well under pressure and meet deadlines.

- Willingness to travel as required.