Tan Kok Chuan
Field Service Manager, APAC
Singapore
Summary
Technical Support & Field Service Specialist with 15+ years of experience in biomedical, diagnostics, and automation systems across APAC. Strong background in troubleshooting, case management, customer communication, and cross-functional escalation handling. Proven ability to resolve complex technical issues, improve service workflows, and maintain high customer satisfaction in distributor-supported environments.
Overview
25
25
years of professional experience
4
4
Certifications
Work History
Field Service Manager / Technical Support Lead (APAC)
10X Genomics
09.2022 - Current
- Provide direct technical support to customers across APAC via phone, email, and ticketing systems.
- Manage complex case escalations and drive resolution with global Technical Support and R&D teams.
- Perform installation, preventive maintenance, and break-fix troubleshooting of advanced automation platforms.
- Ensure accurate documentation and follow-up of cases to meet service standards and customer expectations.
- Standardized SOPs, checklists, and risk assessments to improve troubleshooting consistency.
- Support distributor markets (Japan, Korea, Australia) in escalation handling and service quality alignment.
Support Automation Scientist
10X Genomics
08.2020 - 09.2022
- Led APAC NPI installations including site preparation, IQ/OQ, validation, and customer acceptance.
- Authored and localized service SOPs and installation guidelines for regional markets.
- Provided remote and on-site technical troubleshooting for automation systems.
Senior Field Service Engineer
BioLaboratories Pte Ltd
05.2016 - 08.2020
- Delivered on-site and remote technical support for molecular diagnostics and laboratory automation systems.
- Led service team coordination and supported regional operations.
- Managed spare parts inventory and RMA processes.
- Ensured compliance with service documentation and reporting standards.
Field Service Engineer
BioLaboratories Pte Ltd
11.2012 - 05.2016
- Maintained and troubleshot NAT systems, molecular diagnostics platforms, automation liquid handlers, and lab equipment.
- Performed preventive maintenance and system upgrades to maintain high uptime.
Diagnostics Service Engineer
Beckman Coulter
01.2009 - 01.2012
- Provided diagnostics troubleshooting, automation system support, radar/navigation equipment maintenance, and regional technical support across Southeast Asia.
Senior Associate Engineer
Singapore Technologies
01.2008 - 01.2009
- Provided diagnostics troubleshooting, automation system support, radar/navigation equipment maintenance, and regional technical support across Southeast Asia.
Technical & Navigation Specialist
Republic of Singapore Navy
01.2001 - 01.2008
- Provided diagnostics troubleshooting, automation system support, radar/navigation equipment maintenance, and regional technical support across Southeast Asia.
Education
Diploma - Electronic & Tele-Communication Engineering
Ngee Ann Polytechnic
Industrial Technician Certificate - Electronic Engineering
ITE (MacPherson)
Skills
- Advanced Troubleshooting & Root Cause Analysis
- Case Management & Escalation Control
- Customer Technical Support (Email / Phone / Remote)
- SOP Development & Documentation Compliance
- Installation, Preventive Maintenance & Break-Fix
- APAC Regional & Distributor Support
- Cross-Functional Collaboration (TS / FAS / R&D)
- Biomedical & Laboratory Equipment Troubleshooting
- Electronics Diagnostics
- Microsoft Office
- English & Mandarin (Spoken & Written)
Certification
Flow Cytometry Service Training (MoFlo XDP, Cyan ADP)
Timeline
Field Service Manager / Technical Support Lead (APAC)
10X Genomics
09.2022 - Current
Support Automation Scientist
10X Genomics
08.2020 - 09.2022
Senior Field Service Engineer
BioLaboratories Pte Ltd
05.2016 - 08.2020
Field Service Engineer
BioLaboratories Pte Ltd
11.2012 - 05.2016
Diagnostics Service Engineer
Beckman Coulter
01.2009 - 01.2012
Senior Associate Engineer
Singapore Technologies
01.2008 - 01.2009
Technical & Navigation Specialist
Republic of Singapore Navy
01.2001 - 01.2008
Industrial Technician Certificate - Electronic Engineering
ITE (MacPherson)
Diploma - Electronic & Tele-Communication Engineering
Ngee Ann Polytechnic