Customer Service Engineering Assistant

CS Engineering Assistant provides frontline onsite support for Pharmacy Automation (PA) systems, ensuring safe, reliable, and uninterrupted operations. The role is responsible for system monitoring, maintenance, troubleshooting, customer support, and escalation of technical issues when required.

Key Responsibilities

Serve as the first point of contact for onsite operational and technical support.

Monitor system performance and ensure maximum system availability.

Perform preventive maintenance, inspections, cleaning, and functional checks.

Diagnose and resolve first-level system faults and perform approved repairs or component replacements.

Escalate complex issues to Team Lead and Tier 2/3 support teams and follow through until resolution.

Support pharmacy users by providing timely updates and technical assistance.

Maintain accurate service records, maintenance documentation, tools, spare parts, and inventory.

Support achievement of service KPIs and SLAs, including uptime, response, and recovery targets.

Adhere to all safety requirements, SOPs, and customer site regulations.

Maintain the highest standards of medication and operational safety with a goal of zero drug safety incidents.

Requirements

Nitec/Higher Nitec/Diploma in Engineering, Electronics, Electrical, Mechanical, Mechatronics, Automation, or related field.

1 to 3 years of experience in technical service, maintenance, field service, or equipment support (fresh graduates may be considered).

Basic knowledge of mechanical, electrical, and automated systems.

Ability to perform maintenance, troubleshooting, and first-level repairs.

Good communication and customer service skills.

Hands-on, proactive, and able to work independently and as part of a team.

Familiarity with Microsoft Office and service ticketing systems is an advantage.

Willing to work onsite and support shift operations if required.

Experience in healthcare, pharmacy automation, medical devices, or service engineering environments is preferred.