• Field Service Engineer

    Location SG-Singapore
    Requisition ID
    2018-8894
    # of Openings
    1
    Category
    Technical Services
  • Overview

    Main Responsibilities

     

    Service Support

    1.1  Response to Service call:

      • 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 Service database.

     1.2 Field Service Support:

      • Work closely with 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.

    Service Documentation

     

    2.1 Field Service Report (FSR) Documentation Compliance:

      • Ensure reliability and completeness of FSR submission

    2.2 Service Call-Log Documentation:

      • Ensure proper closure of service call-log in Service database
      • Prepare purchase of service parts (LRF) for TSM/SS for approval

    2.3 Product Complaint Handling:

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

    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).

     

    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 company's commitment to customer satisfaction is achieved and constantly improved.

     

    Qualifications and Skills

    • Bachelor in Electronics/Biomedical Engineering (Laboratory Instrumentation and/or Diagnostics Instrumentation).
    • At least 2-3 years experience as Field/In-house Service Engineer in a medium size organization.
    • 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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