AddressRole Details
Business, Location: | Service, China |
Role: | Customer Support Engineer |
Reports to: | Service Operations Manager - Instruments |
Direct Reports: | N/A |
Primary Purpose:
| To install, provide on-going maintenance and customer training on OIinstruments. To establish and maintain a high level of customer satisfaction and confidence by appropriate actions and attitude. To support the achievement of service revenue (contract, training, upgrade, consumable) |
Key Responsibilities
- Install and ensure the correct operation of assigned systems.
- Provide customers with basic on-site training on operation of installed systems and ensure that the customer is aware of the correct methods to obtain specified system function, basic analytical results, and system care.
- Trouble shoot and repair all assigned systems to the appropriate level, ensuring that the system is returned to full operation in accordance with its performance specification and within a cost-effective time frame for Oxford Instruments and for the customer.
- Assist in the promotion and sales of Oxford Instruments maintenance contracts and service products.
- Ensure that all resources allocated e.g., tools, test equipment are maintained in good condition.
- Promote a positive image of Oxford in all activities with customers and maintain a high level of customer satisfaction.
- Driving increased productivity through utilization of remote tools and technical skills.
- Initiate field service reports for each customer visit / repair to document instrument and / or customer problems and the resolution of these problems. Provide data for installations, warranty, and customer / instrument history.
- Submit reports and information on recurring or potential problems.
- Feedback information, suggestions, recommendations and / or modifications to instrumentation, policies, and manuals.
- Perform work safely at all times, maintaining an up-to-date knowledge of health & safety requirements and operating in accordance with health and safety at work legislation.
- Maintain and develop knowledge of assigned products and their common applications, undertaking appropriate training where necessary. Participate in training and development activities as required.
- To be able to travel frequently and working under pressure (50% of working hours at customer sites expected)
- Other tasks assigned by team & company.
Indicative Performance Measures
- Customer satisfaction
- Reasonable call volume and first-time solution rate
- Rational use of work hour and materials to complete the assigned work
- Timely and accurate reporting
Person Specification – Essential requirements unless stated
Education / Qualifications:
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Professional Skills/ Abilities:
| Soft Skills:
Technical Skills (Prefer):
Other Skills:
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Personal Qualities:
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