Technical Support Engineer (m/f/x)

LAP Laser Applications Asia Pacific Pte. Ltd., a member of the LAP Group with over 300 employees worldwide, is a company driven to improve the lives of those who fight cancer. Our patient alignment and QA products for radiotherapy enable healthcare providers to accuratly position their patients and perform precision QA and saftety measurements for their treatment delivery and imaging equipment.

Unsere Benefits: We offer an attractive compensation package that includes a generous base salary (based on experience), healthcare benefits, home office and flexible worktime, among others.

Die Stelle:

• Technical Troubleshooting:

Provide tier-1 and tier-2 technical support via phone, email, and remote interface for medical device hardware, proprietary software, hospital network integrations (including firewalls and peripheral interfaces) for customers, distributors and LAP Field Service/Application Team. Primarily focused on SGRT Solutions.

• Regulatory Documentation & Compliance:

Accurately document all customer interactions, technical issues, and troubleshooting steps within the CRM. Identify, flag, and escalate potential adverse events or product complaints.

• Network & Systems Integration:

Assist hospital IT and clinical staff, and LAP field service with the validation, configuration, and secure connection of devices to local hospital networks. Support and perform IT System Integration tasks during system installation primarily for SGRT solutions.

• Knowledge Base Contribution:

Share the gathered knowledge proactively and support proper documentation for internal and external use.

• Cross-Functional Collaboration:

Partner with Field Service Engineers, Product Management, Quality Assurance, and Regulatory Affairs to escalate complex engineering issues and track product performance trends. Partner with global team members to utilize a standard global support experience. Anforderungsprofil: Education/ Certification

• Degree in related fields: medical physics, computer science, electrical engineering, computer information systems, biomedical engineering or equivalent
• Related certifications Preferred: Networking certification, Cybersecurity certification, Database, Server certifications

Required Knowledge* Radiation Therapy and hospital IT network requirements knowledge preferred

• Cybersecurity
• Wired and Wifi Networks
• Client/server architecture
• PC and network administration
• Knowledge of switches and routing
• DICOM knowledge preferred
• Experience in AD administration
• Database administration
• Computer systems hardware and cabeling

Soft Skills

• Excellent written and verbal communication skills and intercultural competence
• Fluent in English, additional languages are a plus (e.g. Mandarin)
• Highly technical, analytical thinking, quick comprehension, action, and quality awareness
• Good documentation practices, organization, and process oriented
• Understanding of proper behavior and discretion in a hospital
• Team player with the ability to work independently
• Good customer service relationships and solution oriented.
• Comfortable communicating with hospital personal (i.e. Medical Technologists, Physicists, and Doctors)
• International travel required and expected between 10% to 30% for troubleshooting on site customer visits