Field Service Engineer

• Company Bio-Rad Laboratories
• No. of Openings 10+
• Salary Not Disclosed
• Work Type on-site

Job Description :

Key Result Areas:
 

• Field Service Support
• Service Documentation
• Customer Relation management
• Technical Service Handling Capability
   

Responsibilities
 

• Service support
• Response to service calls and diagnose for technical problems, with the use of troubleshooting flowcharts and error code. Ensure call is logged into Service database.
• Work closely with Customer Technical Support, Field Application Specialist and other Service Engineers to address, track, execute and proper closure of service requests. Prompt and pro-actively provides timely feedback to service requestor; ensure timely closure of service request.
• Support In-house Technical Support by working with customer service/logistics to ensure daily requests are met and in accordance to QC procedure. Perform instrument QC, validation, calibration. Perform in-house repair, reconditioning of field returned instruments. Maintain QC documents in the system.
• Ensure proper workshop management by calibrating service tools timely, adhering to tracking process of movements of tools and tidiness of workplace.
• Perform roster with other Field Service Engineers for out of office hour standby calls and attending site visits if needed.
• Manage spare parts, maintain the reorder point of frequent used parts and perform regular stock takes.
• Customer Relation Management
• Good communication skill in dealing with end-users (External customers).
• Maintain good inter-department/cross-functional teams’ communications, collaboration and cooperation (Internal customers).
• Technical Service Handling Capability
• Sound technical knowledge to interpret technical problem; able to understand symptoms reported by end-users
• Logical and systematic problem solving ability.
• Technical Support over Phone: Prompt response to service calls and provide first level service support to customer.
• Manage relationships with key customers.
• Ensure that the company's commitment to customer satisfaction is achieved and constantly improved.
• Service Documentation
• Ensure reliability and completeness of Field Service Reports documentation compliance and submission.
• Ensure all service calls, including product compliants, are logged into Service database and proper closure is performed.
• Laisie with requestor for product complaint handling.
   

Qualifications
 

• Bachelor degree in Electronics/Mechanical/Biomedical Engineering (Laboratory Instrumentation and/or Diagnostics Instrumentation).
• At least 5 years experience in a relevant position, preferably handling diagnostics, medical and life science research devices.
• Able to work independently and pro-actively provide feedback.
• Sound technical knowledge in electronics troubleshooting.
• Excellent customer handling skills.
• Maintain balanced approach under stressed situations.
• Good organization and documentation skills.
• Excellent technical analysis and problem solving skill.