应用工程师(光谱仪)
8K~14K/月
更新:2天前
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Key Responsibilities • Perform on-site installations on HHA product lines. • Perform on-site repairs on HHA product lines. • Provide on-site trainings to end users on the proper operation of systems, basic analytical results and system care. • Perform maintenance, repair and troubleshooting on HHA product lines in service depot. • Manage depot repair process ensuring all aspects are fully documented. • Manage depot repair spare parts ensuring that appropriate stock levels are held to achieve targeted repair time. • Render system upgrades, routine functionality checks, and recertification in accordance with departmental pre-established standard operating procedures and policies. • Ensure that all resources allocated i.e. tools, test equipment are maintained in good condition. • Troubleshoot all product failures and compile failure analysis statistics; reporting as required to line manager. • Ensure service open / escalated calls are closed within stipulated times and generating of NPS. Take corrective action where appropriated • Promote service offerings, for example, service contract, PM, parts/consumables etc.… • Be responsible for complying with the safety regulations in handling HHA products in repair depot. • Provide on-site support to distributors when necessary. • Meet the Service Level Agreement. • Submit monthly reports such as SOFT and timesheet report. Customer Contact • Communicate with customers promptly in regard to status of installation or repair of their instruments. • Promote a positive and professional image of the company while interacting with customers. • Work closely with key accounts to promote service contracts sale and renewals. • Ensure proper planning of customer visits, where all necessary tools, service spares are available to complete the job on one visit. Main Working Relationships • Reports to service manager • Works closely with customers, inside service team and sales representatives. • Works closely with Customer Support Engineers, Technical Support and Product Support Specialists to resolve technical problems. • Join meetings with sales team, operation team, quality team when needed. • Liaises with spares logistics personnel to ensure availability of accessories and consumables needed for routine system maintenance, as well as service spares for emergency repairs. Field Reporting • Submit monthly service report, including timesheet report and SOFT report. • Facilitate field service reports for each customer visit, documenting equipment and/or customer issues and corrective action(s) taken or planned (with defined timeline) to rectify the problems. • Provide installation reports, updated customer information, equipment warranty status and service history. • User provided system such as Salesforce etc. for reporting. Indicative Performance Measures • CS Activities Report • CS order booking and shipment Report • Engineer utilization /Timesheet report • Order and revenue • Implementation of service strategy • Contract and warranty conversion • Level of Customer satisfaction – VOC/NPS • Level of customer complaints. • Time to achieve acceptances Person Specification – Essential requirements unless stated Education / Qualifications: • Minimum 4-year bachelor or above technical degree in mechanical, electrical, Chemical, or related discipline • 3-5 years working experience in the scientific instrumentation industry, Service experience with XRF, OES, TA technology is preferred • Up to 85% travel Professional Skills/ Abilities: • Technical support skills • Proven strong technical competencies in the repair and troubleshooting of HHA instruments • Excellent communication, networking and influencing skills • Commercial skills i.e., experience driving revenue and increasing margin (while developing their reputation with the customer) • Customer focused with demonstrable skills driving change projects to enhance the customers experience and increase the value they receive • Develops well thought-through plans to deliver their objectives preferred. • PC skills and good working knowledge of content management systems • Excellent spoken and written English Personal Qualities: • Can do attitude, self-motivated, desire to succeed. • Proactive and works with pace and energy • Able to work autonomously, but get along well with other staff • Creative and innovative approach to developing new ideas or solutions • The ability to work independently with effective time management skills • Customer focused and can work on own initiative • Communicates, delegates, and motivates effectively, providing support and engaging people on an emotional level. • Sets clear standards for performance and challenges people and themselves to achieve results with pace and discipline, managing poor performance and taking tough decisions where required preferred. • Positively contributes to the team to achieve departmental/company goals. Shares information and knowledge to improve own and others contribution to the business. • Takes responsibility for his/her own work and seek ways to continually improve the level of customer satisfaction, internally and externally.
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入驻时长
科学仪器行业
合资 100-499人
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最近登录时间:2022/06/16 16:04:29
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