Engineer Customer Care
Sysmex Asia Pacific
- Identifying and analyzing instrument and system problems
- Repairing to meet specifications
- Escalating exceptional issues to minimize customer down-time
- Performing pre-installation site surveys, installations, scheduled maintenance and approved modifications in accordance with Sysmex policies.
- Scheduling modifications and updates as indicated in Technical Bulletin (TB) and Engineering Change Records (ECR)
- Monitor and respond to communication devices during all scheduled times
- Support and provide ownership of technical issues at existing customer sites and channel partner service team
- Perform troubleshooting on issues related to workflow and instruments. Investigate problems, diagnose probable causes and provide solutions. Recognize and communicate product issues, complaints and potential improvements.
- Work cross-functionally with other Sysmex Associates in Sales, Marketing, Supply Chain Management and Product Management to ensure total customer resolution and maximize very satisfied customer base.
- Properly document all service-related activities in a timely and professional manner including inventory, service orders, expense reports and all other required reports.
- Perform duties within defined service standards, including but not limited to on-time and within labour hour goals for scheduled maintenance, demand service events, installations and first-visit-fix-rates.
- Manage time, territory and accounts effectively; take initiative to make changes to improve how work is done, focus on process improvement, promote customer satisfaction, and support sales objectives and organizational directives.
- Identifying and communicating gaps and product issues, and recommend potential improvements to the installation and implementation process. Responsible for supporting the systems assigned to their territory and greater geography to meet business demands.
- Provide technical information to direct management/peers and other functional groups. Proactively address and support sales objectives and organizational directives.
- Inventory management - Maintain Spare Part Inventory for optimum use of spares with correct diagnosis.
- Manage or enroll all customers under Customer Service contracts i.e. AMC, CMC (for all three part analyzers/ assigned models from the respective assigned territory ). Managing company assets and expenses within company guidelines.
- Deliver work package during Project deployment into customer sites/laboratories. Assist customer with meeting their regulatory and validation requirements. Provide appropriate training. Supports the integration process to meet customer expectations and timeline.
- Other duties as requested.