Main Tasks & Responsibilities:
- Carries out day to day routine repair/maintenance instrument work.
- Installs equipment at customer's facility to ensure full functionality according to specifications.
- Sales of Service Contracts.
- Coordinates problem resolution with engineering, customer service, and other personnel to expedite repairs.
- Maintains records of performance reports.
- Develops service handbooks and bulletins based on field investigations, engineering changes, and overall knowledge of product.
- Develops and conducts training on the safe operations of the equipment and demonstrates skills to trainees, including team members, customers as well as distributors.
- Assists in the yearly budget exercise for Technical Service
- Management of spare parts
- Interact with customers to resolve product or service problems by clarifying the customer's inquiry and complaints.
- Reporting and communicating problems with global service center of HQ to determine the cause of the problem; expediting correction or adjustment; following up to ensure resolution and execution of required corrective actions.
- Timely report customer complaints/problems to global case management tool seeking for the cause of the problem; expediting correction or adjustment; following up to ensure resolution and execution of required corrective actions to fulfill customer needs.