Remote Service Engineer - Digital Xray (DXR)

About the Role

We are seeking a Remote Service Engineer specializing in Digital Xray (DXR) to operate from Auckland, New Zealand. This position entails providing expert technical service support remotely, focused on delivering an unparalleled customer experience. Reporting to the Service Delivery Team Leader, you will be the primary contact for initial diagnosis and troubleshooting of DXR equipment with a customer-first approach.

Key Responsibilities

• Handle inbound calls from customers, remotely accessing DXR systems to perform initial diagnostics.
• Log customer cases accurately while confirming contract entitlements.
• Continuously monitor systems proactively to minimize downtime to zero.
• Schedule on-site engineer visits when remote diagnosis is insufficient, and initiate part orders to ensure first-time resolution.
• Confirm parts availability efficiently, manage orders, and update field engineers promptly regarding delivery timelines.
• Maintain clear communication with internal and external customers about next steps and any delays affecting service.
• Escalate technical issues appropriately and assist field engineers with technical knowledge during handovers.
• Identify opportunities to enhance the customer service experience.
• Demonstrate flexibility to support other Service Delivery teams to maintain consistent positive experiences for customers.

Qualifications and Skills

• Relevant degree in engineering or completion of a technical trade qualification; prior experience with medical device maintenance is advantageous but not mandatory.
• Valued experience includes maintaining and troubleshooting DXR systems or similar complex technical equipment, preferably with field exposure.
• Strong integrity and dedication to exemplary customer service complemented by strong communication skills.
• Proficiency with IT, especially Microsoft Office products.
• Proactive problem ownership from identification through resolution.
• Ability to work effectively under pressure while paying close attention to detail.

Additional Information

Working here is more than employment; it is a mission to improve global health through innovative solutions that impact billions of lives annually. We are committed to fostering a diverse and inclusive workforce, welcoming applications regardless of race, religion, gender, or other personal characteristics. We especially encourage applicants from indigenous and minority communities. Accessibility accommodations during the application process are available upon request.