• Service Engineer

    Location TH-Bangkok
    Requisition ID
    2018-7241
    # of Openings
    1
    Category
    Technical Services
  • Overview

    The principal job function of the Field Service Engineer (FSE) is to provide after-sales technical service support for Bio-Rad’s Laboratory Systems/Equipment. He/She will be the first line technical service support to our customers.  His/Her responsibilities include, but not exclusive and effectively the area of responsibilities will be set by the market needs and focus, manage service helpline, provide tele-problem troubleshooting, coordinate in-house technical service, render technical assistance in repair and QC, maintain good service workflow, organize service inventory, ensure traceable service documentation and etc. He/She needs to be independent, self-motivated, likes to work with people and can work under pressure. Technical service support is either provided in the office via telephone, e-mail, web and facsimile, or in most instances and frequently at customer’s site, henceforth he/she should be able to work independently, has technical competency, possess exceptional verbal and written communication skills, soft-skill in people management, organization skill, as well as excellent technical analysis and problem solving skills.

     

    Key Result Areas:

    1. Service Support
    2. Service Documentation
    3. Customer Relation management
    4. Technical Service Handling Capability

     

    Job Description

     

     1 Service Support

     

    1.1  Response to Service call:

    • Ensure Work Order is being created before it is attended
    • Diagnose technical problem, with the use of troubleshooting flowcharts and error code.
    • Update of Work Order into Service database (ServiceMax).

            1.2 Field Service Support:

    • Work closely with Customer Technical Support (CTS), Field Application Specialist (FAS) and other Field Service Engineer (FSE) 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

             1.3 In-house Technical Support:

    • Work closely with QC service in-charge, service engineer and customer service/logistic staff to ensure daily requests are met and in accordance to QC procedure.
    • Maintain the QC procedure master file.
    • Perform QC service.
    • Perform in-house service repair.
    • Reconditioning of field returned systems.

     

    1.4  Workshop management:

    • Ensure all service tools are calibrated on time.
    • Adhering to the tracking process of the movement of tools.
    • Ensure tidiness of workplace.
    1. Service Documentation

     

    Field Service Report (FSR) Documentation Compliance:

    • Ensure reliability and completeness of FSR submission

     

    • Service Call-Log Documentation:
    • Ensure proper closure of service Work Order in Service database
    • Prepare purchase of service parts (LRF) for TSM/SS for approval

     

    Product Complaint Handling:

    • Liaise with requestor and Customer Technical Support team on raising and tracking of product complaints

     

    1. Customer Relation Management

     

    3.1 Good communication skill in dealing with end-users (External customers).

    3.2 Maintain good inter-department/cross-functional teams’ communications,     

          collaboration and co-operation (Internal customers).

     

    1. 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 Bio-Rad commitment to customer satisfaction is achieved and constantly improved.

     

     

    Skills, Knowledge and Abilities (SKA):

     

    Desirable and Essential

    • Able to work independently and pro-actively provide feedback.
    • Sound technical knowledge in electronics troubleshooting.
    • Excellent customer handling skills over phone.
    • Maintain balanced approach under stressed situations.
    • Good organization and documentation skills.

     

     

    Education :

     

    Essential

     

    • Electronics in the field of system design.
    • Mechanical in the field of system integration.
    • Biomedical Engineering (Laboratory Instrumentation and/or Diagnostics Instrumentation).

    Diploma in electronics, biomedical engineering, chemical engineering with 3 years of experience

     

     

    Experience:

     

    Essential

    • At least 2-3 years experience as Field/In-house Service Engineer in a medium size organization

     

     

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