Tiong Beng Ng
Technical Service Manager
Shah Alam,Selangor
Summary
Highly skilled and dedicated Biomedical Service Engineer with 21 years of experience in the maintenance, repair, and management of medical equipment. Proven track record in reducing downtime and extending the lifecycle of critical healthcare devices. Adept at leading cross-functional teams and implementing cutting-edge technological solutions that enhance patient care and operational efficiency. Committed to continuous learning and staying abreast of the latest industry advancements to ensure compliance with regulatory standards.
Overview
22
22
years of professional experience
Work History
Field Service Manager
I-Medic Imaging Sdn Bhd
Petaling Jaya , Selangor
2024.01 - Current
- Technical & Service Issues Management: Address and resolve issues for products from NeuroLogica -Mobile CT Scan, GE Ultrasound, EuroColumbus-C-Arm X-ray, and others represented by IMedic, including future acquisitions
- Team Supervision & Documentation: Oversee daily operations of technical service staff, both permanent and independent, ensuring proper documentation is maintained
- Policy Development & Quality Compliance: Develop policies for the Technical and Service Department, ensuring compliance with quality standards
- Project Management: Manage installations, provide technical support, handle complaints, arrange site visits, and consult stakeholders to solve service problems
- Sales Collaboration: Work with the Sales team to ensure technical and contractual specifications align with project agreements and technical guidelines
- Clinical Applications Support: Collaborate with Clinical Application Specialists to address technical issues related to demonstrations of applications and equipment
- Subcontractor Supervision: Select and manage subcontractors for third-party technical and service tasks
- Recruitment & Management: Hire and manage service personnel using internal resources
- Performance Reporting: Inform management about the department's performance, program statuses, and quality initiatives
- Budget Management: Operate within approved budget constraints and assist in annual budgeting
- Market Analysis: Analyze service business markets, staying informed about medical and technological advancements
- Additional Duties: Perform other relevant tasks as assigned.
Senior Technical Service Engineer
SPD Scientific (M) Sdn Bhd
Petaling Jaya , Selangor
2017.07 - 2023.12
- Team Leadership:
I lead a team of engineers specializing in material testing, environmental testing, nuclear medicine, medical devices, life sciences, and clinical diagnostics.
Handling technical issues within the service department is my forte. I meticulously plan, schedule, supervise, and delegate tasks to ensure smooth operations. - Profitability and Performance:
I take ownership of the technical service department’s profitability.
Preparing and presenting yearly revenue forecasts, staff utilization rates, and department performance metrics are part of my routine. - Sales and Customer Interaction:
I actively engage with vendors, suppliers, internal and external customers, and business managers.
Promoting calibration services and maintenance contracts contributes to our success. - Inventory Management and Complaint Resolution:
Forecasting and maintaining essential spare inventory is critical for efficient service delivery.
I promptly address customer and supplier complaints to maintain high satisfaction levels. - Team Building and Conflict Resolution:
I foster a positive team atmosphere, minimize conflicts, and motivate team members to excel.
Handling inter-team strife is essential for our collective success. - Technical Expertise and Training:
As a second-level support, I troubleshoot and maintain various medical devices, including molecular diagnostic systems (Cepheid-Genepert IV, XVI), radiation protection equipment (Isolators or fume hoods), and tissue processing equipment.
I conduct technical training sessions for local and vendor engineers, covering topics like molecular diagnostic machines, Western blot techniques, IVF laser systems, and Carl Zeiss microscopes. - Project Coordination:
I oversee small to medium-size instrument installation projects, such as hotlab setups, isolator installations, decay tank system setups, and contrast injector installations in Nuclear Medicine and radiology labs.
Senior Field Service Engineer
Qiagen Biotechnology Malaysia Sdn Bhd
Kuala Lumpur , W.P. Kuala Lumpur
2015.08 - 2017.07
- Responsible for all service related issues in Malaysia
- Mentor junior Field Engineers
- Meet field service targets and KPIs to maintain high customer satisfactions
- Maintain, repair and support instruments according to company's processes and SOP
- Ensure sufficient spare parts inventory
- Prepare documentations such as Service Reporting, Spare Part & Service Manuals, etc
- Give active feedback to Local Sales Team and Field Service Team
- Manage available time and resources effectively
- Ensure archiving yearly forecast service revenue by promoting and encouraging sales team to promote service agreement.
Senior Service Engineer
Roche Diagnostics Malaysia
Petaling Jaya , Selangor
2012.09 - 2015.07
- As a specialist and second level support in Clinical Chemistry, Immuno assay and remote service
- Responsible to manage 4 FSE daily activities and Standby duty scheduling
- Responsible to assigned Zone Area (Petaling Jaya - Klang - East Coast of Peninsular Malaysia) including assigned Key Account Customer
- Responsible to Setup, Manage and monitor Remote Service for Technical Service Department.
Senior Technical Service Engineer
Biomarketing Sdn. Bhd.
Kepong , W.P. Kuala Lumpur
2010.09 - 2012.09
- Responsible to handle and maintain the instrument in blood banking, allergy diagnostic, immunhistochemstry (IHC) instrument
- To handle customer complaints, manage of spare parts stock level, breakdown calls and Plan Preventive Maintenance (PPM)
- To promote spare parts and service contract.
Manager- Technical Service
Bio-Focus Saintifik Sdn. Bhd.
Petaling Jaya , Selangor
2003.01 - 2010.03
- Planning and Coordination:
I am responsible for planning activities within the service team, ensuring that standard activities (such as customer visits, training sessions, and vacations) are well-scheduled.
I liaise with Business Managers to address sales and service-related issues. - Team Supervision and Motivation:
I supervise team members, delegate tasks, review their execution, and provide constructive feedback.
Handling inter-team conflicts and fostering a positive team atmosphere are essential aspects of my role. - Challenging Decisions and Conflict Resolution:
I make tough calls, such as addressing underperforming staff, requesting longer work hours, and resolving personality-related issues.
Ensuring proper record-keeping and timely reporting to immediate supervisors is part of my supervision.
External Interaction and Customer Service:
I interact with vendors, clients, suppliers, and other business managers.
Attending to customer and supplier complaints is crucial for maintaining satisfaction. - Profitability and Sales Promotion:
I am accountable for the profitability of the service division.
Advising on spare parts pricing, contract sales, and discount policies contributes to our success. - Strategic Monitoring and Reporting:
I monitor overall efforts to achieve the Forecasted Sales Gross Profit Target.
Regular reporting to the Head of Department (HOD) and Business Managers keeps us on track. - Presentations and Course Adjustments:
I prepare quarterly reports and half-yearly presentations for top management, reviewing results with the HOD and team members.
Adjustments are made based on performance analysis.
Service Engineer
Gribbles Pathology Sdn. Bhd
Petaling Jaya , Selangor
2002.04 - 2003.11
- My main role is providing technical support on the maintenance and breakdown for instrument to minimize the downtime of the instrument, reduce cost of repair and maximize the capacity of the instrument
- Experience in Hematology instruments (Sysmex SF-3000 & SE-9000, Abbott Celldyne, etc), Chemistry Analyzer (Olympus AU 640, Hitachi 902, etc), General lab equipment (centrifuge, hotplate, autoclave, biosafety cabinet, etc).
Education
Diploma of Engineering (Electrical/Electronic) (Communication) -
Politeknik Shah Alam
Shah Alam01.2001
Skills
- Prioritization
- Written Communication
- Time Management
- Network Troubleshooting
- Analytical skill
- Management Skill
- Medical Device troubleshooting
- Computer Knowledge
- Client Relationships
- Staff Management
- Customer Service
- Team Leadership
- Problem Resolution
- Work Planning and Prioritization
- MS Office
Accomplishments
2024- Setup service team, new SOP, Workflow, part monitoring and service KPI for the service team.
2020- plan, organize and install Decay Tank Monitoring system at Peng Adventist Hospital. ( completed within 7 days ).
2018-2019 - plan, organized and installed Genexpert IV HBDC installation project (23 unit across Malaysia) as per schedule.
2016- Plan, organize and installed Qiasymphony SP/AS at Hospital Sultanah Ahminah.
2013- 2014-Installed the first remote access support at Hosp Temerloh and in Hospital Tengku Ampuan Rahimah.
2014- plan, organize and installed 2 unit unit cobas8000 at Hospital Tengku Ampuan Rahimah.
2005-Setup new Service SOP, workflow, KPI for service team.
Languages
Bahasa Malaysia
Chinese - Cantonese
Chinese - Hokkien
Chinese - Mandarin
English
Secondaryeducation
Kwang Hua Secondary School, 1997
Timeline
Field Service Manager
I-Medic Imaging Sdn Bhd
2024.01 - Current
Senior Technical Service Engineer
SPD Scientific (M) Sdn Bhd
2017.07 - 2023.12
Senior Field Service Engineer
Qiagen Biotechnology Malaysia Sdn Bhd
2015.08 - 2017.07
Senior Service Engineer
Roche Diagnostics Malaysia
2012.09 - 2015.07
Senior Technical Service Engineer
Biomarketing Sdn. Bhd.
2010.09 - 2012.09
Manager- Technical Service
Bio-Focus Saintifik Sdn. Bhd.
2003.01 - 2010.03
Service Engineer
Gribbles Pathology Sdn. Bhd
2002.04 - 2003.11
Diploma of Engineering (Electrical/Electronic) (Communication) -
Politeknik Shah Alam
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