You are expected to understand and satisfy our customers’ requirements and exceed their expectations whenever possible. The main aim is to provide operational efficiency with the goal of attaining excellent customer service.
To ensure that all customers are provided with high quality care and attention throughout the sales and service process so that each customer is fully satisfied with the service and attention received from Biomed. The key objective is to ensure that you assist the Marketing and Sales to achieve the set sales, profit and service targets.
Key areas of responsibility
- Coordinate and administrative/documentary support on installations, relocation and commissioning of instruments
- Provide prompt and efficient on or off-site corrective or preventive maintenance according to contracts/requirements
- Weekend standby on rotational basis and to be on-site when needed/requested by customers to ensure service continuity
- 24/7 hotline supports, able to provide prompt response in service-related issues when customer calls and onsite if needed for emergency case.
- Liaise with Service admin to keep track on instruments preventive maintenance status on site
- Ensure items/tools/instrument calibration status always regulatory compliance
- Service report documentation, liaise with Service admin for necessary follow-up action
- Evaluating and resolving customer instrument problems
- Liaising with and work alongside customers and suppliers on problems encountered
- Liaising with members of the sales team and other technical experts
- Maintaining technical manuals, service spare parts quantity/status
- Ad-hoc projects and assignments
- Support management’s directives and efforts
- Be a team player to all departments in the company
Requirements:
- Degree in Biomedical/Electrical/Mechanical Engineering or higher
- Minimum 2 years of experience in on-site troubleshooting for scientific and/or Biomedical diagnostics equipment
- Willing to work overtime as needed by customers to ensure service continuity, including emergency onsite troubleshooting of instrument.
- Willing to be stationed in oversea counterpart company, to tag along with experience engineers for on-job training when required
- Willing to travel aboard for technical support when requested
- To work productively with minimal supervision
