Q&A with systems engineer Shorson Zhang: inside Resmed’s service solutions team

Customer care is where trust is either built or broken. A seamless service experience can turn a customer into a lifelong brand advocate. This is what drives Resmed’s service solutions team to constantly innovate.

In this Q&A, you’ll get to know Shorson Zhang, a senior systems engineer in Resmed’s service solutions team within the test engineering group, who shares a behind-the-scenes look at what it’s like working in the team, how it supports global device servicing, and what’s planned next.

Q: What does your team do?

A: We build and maintain the service software used by Resmed’s global service centers. These centers use our tools to diagnose and repair devices, whether it’s a fault or a warranty issue. Resmed’s service centers aim for a turnaround of 10 to 14 days for device repairs, including shipping time. This rapid cycle is enabled by the service software my team helps develop.

Essentially, our software helps technicians troubleshoot quickly and reliably, which means faster turnaround times and consistent quality. It’s about extending the same high standards from our manufacturing into the service field.

A device that’s quick to diagnose, easy to repair, and reliable over time builds loyalty. Customers may not see the software we build, but they feel its impact every time their device is serviced efficiently and returned in top condition.

Q: You started at Resmed as an intern. What was that experience like?

A: That was about 10 years ago, and I was with the same team in test engineering. Everything was new to me, but the team was incredibly supportive. I got to work on mini projects, explore the factory machines and learn about the software that powers them. It was a great learning experience, and it helped shape my career. When I came back to Resmed years later, many of the same people were still here. That says a lot about the culture.

Q: What brought you back to Resmed for a full-time role?

A: I wanted to focus on engineering and innovation. Resmed offers structured roles, clear processes, and the chance to contribute meaningfully, which made it the perfect place to grow professionally.

Q: How has Resmed supported your growth as an engineer?

A: Resmed’s technical career pathway provides a clear roadmap for development. It allowed me to identify skills to grow from engineer to senior engineer and showcase my progress to my manager, culminating in my recent promotion.

Q: Collaboration is a big part of Resmed’s culture. What does that look like in your team?

A: We work closely with test engineering to replicate production line processes in our service software. We also collaborate with global IT teams, especially as we move toward cloud connectivity and data-driven tools. These partnerships help us build better software and expand our capabilities.

Q: What keeps you motivated?

A: The team and the managers — they’re always there to help. Whether it’s unblocking a technical issue or navigating stakeholder conflicts, I know I’m supported. And the impact of our work is real. When friends or family tell me how Resmed devices have improved their sleep or health, it makes me proud to be part of this.

Q: What kind of person thrives in your team?

A: Someone curious, collaborative and impact-driven. Our team focuses on enhancing the customer experience after product launch — a critical and rewarding part of Resmed’s mission.

Q: What’s next for your team?

A: We’re exploring innovative ways to add value through our service software and are always excited to welcome new talent with fresh ideas.

Want to help shape the future of service software at Resmed?

Engineers like Shorson are proving that innovation doesn’t stop at product launch. It continues in the tools, systems and support that keep our devices performing at their best. If you’re curious, collaborative and ready to make a global impact, we’d love to hear from you.