• Technical Service Engineer

    Location KR-Seoul
    Requisition ID
    2018-8208
    # of Openings
    1
    Category
    Technical Services
  • Overview

    Position Summary 

     

    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.

     

     

    Main Responsibilities

     

    Technical Support Management (25%)

    1. Maintain Service Helpline:
      • Ensure call is logged before it is attended
      • Diagnose technical problem, with the use of troubleshooting flowcharts and error code.
      • Update of service calls into Baan.
    2. 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.
      • When needed, refurbish faulty equipment for loan and rental.
    3. Workshop Supervision:
      • Ensure all service tools are calibrated.
      • Keep track of the movement of tools.
      • Ensure tidiness of workplace.

    Service Documentation Efficiency Management (25%)

    1. FSR Documentation:
      • Ensure reliability and completeness of FSR submitted.
    2. Service Log-call Documentation:
      • Ensure proper closure of service log-call in Baan
      • Prepare LSR purchase of service parts for TSM/SS for approval
      • Password requests for MPA s/w and Imaging s/w
    3. ICCR Documentation:
      • Laisse with requestor and TAS on raising and tracking of ICCR
      •  

    Customer Service Management (25%)

    1. Good communication skill in dealing with difficult end-user.
    2. Maintain good inter-department understanding.
    3. Perform the survey

     

    Technical Service Implementation Capability (25%)

    1. Sound technical knowledge to interpret technical problem; able to understand what is the problem end-user is facing.
    2. Logical and systematic problem solving ability.
    3. Technical Support over Phone: Screen Service calls on Toll free line and provide first level service support to customer.
    4. Manage relationships with key customers.
    5. Ensure that the Bio-Rad commitment to customer satisfaction is achieved and constantly improved.Technical Service Staff, Korea

     

    Qualifications, Skills and Experience

    • Bachelor degree in Electronics/Mechanical/Biomedical Engineering (Laboratory Instrumentation and/or Diagnostics Instrumentation)
    • 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

     

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