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Field Service Engineer II Taipei

Taipei
2021-07-14 02:40:43
Field Service Engineer II Taipei
KEY RESPONSIBILITIES:

Technical
• Provide onsite scheduled installation, preventative maintenance, compliance qualification services, repairs to customers
• Provide training and technical advice on our instruments, both in person and by telephone or digital tools
• Keep abreast of knowledge by reading update technical documentation and service bulletin
• Proactively resolve difficult repairs by using Service Escalation process and liaising with Service Specialists network and other proper channels in the region or globally
• Attend regional service development meeting based on product lines assigned
• Provide Service Sales Rep the estimate parts and hours needed for repair
• Support Sales/Service Sales of instruments technical specification for tender

System and Administrative Tasks
• Timely posting of labour time and parts into service orders
• Ensure good documentation practise for technical documents and field service report
• Weekly submission of field service report to Service... Admin for filing and invoicing
• Proactively manage service tools and service inventory in a timely manner
• Timely return of common tools to storage room

Customers
• Interact with customers to solve technical issues and provide possible solution to contain the problem
• To build good customer rapport and trusting relationship with customers
• Customer-oriented mindset: Being responsive to customers’ need for support, ensuring good customer experience

Metrics
• Meet the service metrics:
• Revenue and Order Growth
• Response Time
• Customer Allegiance Score
• Utilization
• Productivity

Requirements
• 3 years service experience in installation, maintenance and repair of medical or scientific instruments
• Aptitude to learn multiple instrument platforms
• Being able to work alone and understand the importance of teamwork
• Having good knowledge about computer’s software and hardware
• Good understanding of operating system e.g. WINDOWS, LINUX
• Able to cultivate positive working relationships with both internal and external customers
• Excellent communication skills
• Strong analytical and troubleshooting skills
• Never say die in resolving complex issues
• Good schedule management skill and able to manage changes or postponement of schedule with customers
• Leverage of technical knowledge to create customer needs for service products e.g. contract, qualification and preventive maintenance therefore creating leads for Service Sales closure
• Able to work on rotation shift to support 24x7 support for customer
• Able to travel to other countries for training in current climate
• Willingness to support Taiwan effort to help Covid-19 situation
• Having Tecan or lab automation experience will be advantages
• Compliance to regulatory, international and company’s EHS requirement
• Other duties as may be reasonably required from time to time
Taipei Taiwan
Field Service Engineer II Taipei Thermo Fisher Taipei
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