Job Description

Labthink Sdn. Bhd. based in Malaysia as a customer hub in APAC to provide Sales and Aftermarket services for our valuable customers. This is a new subsidiary of Labthink Instruments to provide professional quality control solutions for packaging materials and products. Our international headquarter is based in Greater Boston, United States, well-known for the hub of technological innovations. We provide integrated professional quality control solutions for packaging manufacturers, food and beverage producers, medical and pharmaceutical, daily chemical, printing industries, automotives, electronics, battery membrane, solar panel, OLED, tobacco, adhesives and etc.To strengthen our team, we are now looking for a highly motivated:Service EngineerBased in Petaling Jaya, Selangor, Malaysia.Responsibilities :We are looking for a skillful and experienced Service Engineer which is customer-oriented, detail-orientated and result oriented to join our growing company to achieve customer satisfaction.This is a full-time position to support Malaysia, Southeast Asia and South Asia. The main duties as below :

• Involve in the installation of new equipment at customers\xe2\x80\x99 sites. This includes setting up the machine, ensuring it functions correctly, and providing any necessary training to end-users.
• Perform annual calibration to ensure the machines provide accurate and reliable results traceable to the national standards.
• Responsible for scheduling and performing routine maintenance tasks, which may include cleaning, lubricating, and replacing parts as needed, to ensure optimal performance of equipment.
• Diagnosing and troubleshooting problems when equipment malfunctions or customers encounter issues.
• Upgrading and retrofitting existing or aging machine to enhance performance to meet new requirements. This could involve installing new software, updating firmware, retrofit hardware, and integrating additional features.
• Conduct training to end-users on how to use and maintain the machine.
• Ensure quality services deliver to customers with zero complains to achieve customer satisfaction.
• Interact directly with customers to provide technical support, answer queries, and offer guidance on how to use the equipment effectively.
• Update and keep accurate records of installations, maintenance activities, and repairs in service database to track the history of equipment, identifying patterns of issues, and ensuring compliance with annual calibration and preventive maintenance requirement.
• Submit all required paperwork daily/weekly/monthly as per request.
• Maintaining inventory necessary to meet a high first-time-fix-rate.
• Require working closely with sales team, product development, and quality control. Effective communication and collaboration are essential for addressing issues and improving product/service quality.
• Stay updated on the latest developments in the field. Continuous learning and training to upskill the skillset and knowledge are required.
• Ensuring the safety of the equipment for users. This includes following safety protocols, conducting risk assessments, and implementing safety measures during installations and maintenance.
• Service Engineers may need to be available for on-call support and travel to customers\xe2\x80\x99 sites for urgent repairs over weekend or public holiday.
• Be proactive in promoting and selling services such as Annual Maintenance Contract, and etc.

• Diploma or Degree in Mechanical/Electrical/Electronics/Mechatronics Engineering with minimum 5 years relevant experience in flexible packaging, food and beverage, medical pharmaceutical, or metrology industries.
• Worked in field service or have related experience in an engineering or manufacturing environment.
• Possess own transport and willing to travel 75% of working time domestically, Southeast Asia and South Asia.
• Experienced in installation, calibration, preventive maintenance, repair, and conduct training.
• Knowledge of troubleshooting and problem-solving technique. The ability to analyse problems, think critically, and come up with effective solutions independently.
• Expected to be familiar with computer software and hardware.
• Proficiency in understanding and working with relevant technologies and systems.
• The field of technology is dynamic, he/she must be adaptable to new technologies and changes in the industry.
• A strong focus on customer satisfaction. He/she needs to be responsive to customer needs and dedicated to resolving issues.
• Strong communication skills which can effectively communicate technical information to both technical and non-technical customers in English with oral conversation and writing.
• Ability to collaborate with colleagues and other departments in well manner, working as a team.
• Able keep track of job assignments and a detailed schedule.
• The discipline to update service records on time and ensure data integrity.
• He/she must be customer-oriented, detail-orientated and result oriented.
• High ethical standards, ensuring honest and integrity, discipline and good in time management.
• The desire and ability to promote and sell services such as Annual Maintenance Contract, and etc.

Labthink Sdn. Bhd.