Overview
Remote Service Specialist, APAC Jobs in Selangor, Malaysia at Carestream Healthcare International
Title: Remote Service Specialist, APAC
Company: Carestream Healthcare International
Location: Selangor, Malaysia
Position Summary:
We are seeking a highly motivated Level 2 Remote Support Engineer – APAC to join our regional service organization. The ideal candidate will serve as the primary technical escalation point for distributors and internal Field Service Engineers, providing advanced troubleshooting, root cause analysis, and resolution support for complex product and system-related issues.
This role combines strong technical expertise, problem-solving capability, and stakeholder collaboration to ensure timely and effective issue resolution across the APAC region. The successful candidate will work closely with distributor service teams, Field Service Engineers, and the Service Engineering team to maintain high levels of customer support and operational excellence. This position follows a technical specialist career path and is intended for individuals seeking to deepen their technical expertise and product knowledge.
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 organizations with technical guidance, troubleshooting assistance, and best practices.
- Assist Field Service Engineers during complex onsite service activities and customer escalations.
- Analyze 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 organization.
- 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.
Qualifications:
- 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.
- Strong troubleshooting and analytical skills with the ability to diagnose complex technical issues.
- Experience supporting distributors, channel partners, or regional service organizations is preferred.
- Ability to interpret technical documentation, system logs, and diagnostic information.
- 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.
- Fluent in English; additional Asian language capabilities are an advantage.
- Willingness to support stakeholders across different APAC time zones.
