Technical Support Specialist (Clinical Diagnostics)

About the role

Provide dedicated technical and field-service support for Total Laboratory Automation (TLA) and Chemistry & Immunoassay (CCIA) systems. The role is responsible for ensuring system reliability, timely technical response, effective troubleshooting and escalation, and service continuity throughout implementation and routine operations. It will also strengthen local technical capability in the Southern region.

Key responsibilities

• Support TLA/CCIA implementation including site readiness, installation, positioning, commissioning, system verification, joint debugging, trial runs, acceptance, go-live, handover, and post-go-live stabilization

• Diagnose and resolve hardware, automation, analyzer, connectivity, and system-related faults, including root-cause analysis for recurring or complex issues

• Perform scheduled preventive maintenance, corrective maintenance, repairs, parts replacement, and system health checks to maximize equipment reliability and uptime

• Provide responsive technical support for assigned Southern-region customers, maintaining ownership of issues through resolution or appropriate escalation

• Support analyzer/TLA connectivity, middleware, network readiness, Laboratory Information Management (LIS) System interface verification, workflow testing, and system-integration troubleshooting with customer IT, LIS vendors, and relevant internal teams

• Provide engineering support during go-live and stabilization periods, monitor technical issues closely, and take timely corrective actions to minimize operational disruption

• Maintain complete and accurate installation, maintenance, troubleshooting, parts-usage, corrective-action, and service-history records

• Provide practical guidance on equipment care, basic troubleshooting, routine maintenance, and safe system operation, and support technical aspects of customer training where required

• Work closely with Technical Support, Technical Application, Lab Transformation, Project, Commercial, and customer teams to achieve project milestones, manage technical risks, and ensure smooth handover

About you

• Experienced service engineer with hands-on TLA experience in Chemistry & Immunoassay (CCIA)
• At least 5 years of hands-on CCIA service experience, including experience
• Diploma or Bachelor's Degree in Biomedical Engineering, Electrical/Electronic Engineering, Mechatronics, Medical Electronics, or a related discipline
• Strong practical experience in installation, commissioning, troubleshooting, preventive/corrective maintenance, and customer technical support
• Exposure to laboratory automation, analyzer connectivity, middleware, or LIS integration is advantageous
• Able to work independently, take ownership of technical issues, and respond with urgency
• Willing to travel to Melaka and travel within the Southern region as required