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Customer Support Engineer - Japan  

PerkinElmer (company)


Posted on : 16 April 2017

Project Description

 Main responsibilities:
  •   To fulfill after sales needs of customers in the assigned territory
  •   Responsible to Maintain response time & downtime to assigned customers
  •   Responsible for instruments installation and Warranty service in the Field.
  •   Responsible for Billable service and promote the service contracts.  
  •   Responsible for Accessories & Consumables sales   
  •   Performs field service as advised by the supervisor, carrying our repairs, maintenance and installation of instrumentation and their accessories.
  •   Provides highly visible customer support through the performance of on-site installation, troubleshooting, service, and repair of complex equipment and systems. 
  •   Executing preventive maintenance calls as scheduled. 
  •   Align personal working practices with the team performance targets.  Actively demonstrate compliance with all team targets.
  •   Maintains personal service spares issued and inventory records to the highest standard.  Ensures all anomalies are quickly and effectively reported and resolved.
  •   Ensures that all tools and test equipment is adequate to perform service required, and that all test equipment issued is calibrated at the times specified.
  •   Makes returns of all fully completed service documentation, Service Reports, Expenses Claims, on a daily basis.
    •  To ensure that quality standards are maintained while servicing the equipment.
    •  To maintain good communication at all relevant levels of customer organization.
    • In case, customer gives poor rating while taking feedback about our services, necessary support has to be taken from colleagues and ensure that customer complaint is resolved.
    •  Knowledge Management
    • To continuously update the technical knowledge of products.
    • Attend local / overseas Training
    • To develop applications knowledge.
    • To develop soft skills related to communication, selling and customer management.
    • Cross functional support
    • To support all colleagues as and when necessary aligning to objectives of organization growth.
    • To help Service Sales by following up on contract status, Account Receivables and promoting Upgrades/Accessories/Consumables.


  Diploma in Engineering or Sciences

 Required work experience related to position:          
  •   Minimum 2 years working experience in servicing and supporting Life Science and Diagnostics analyzers
  •   Experience supporting automation solution will be a plus.
  •   Travelling within Japan as required.
  •   Background in Electronics preferably gained in a high technology service environment, together with an understanding of Life Science and Diagnostics applications.
  •   English communication skill (mainly READING)

 Special requirements/Skills/Attributes:          
  •   Resourceful and resilient in achieving goals, Focused on achieving results
  •   Enthusiastic 
  •   Proactive mindset with strong sense of responsibility and ownership
  •   Creates and maintains effective customer relationships
  •  Ability to communicate in a professional manner with customers on all levels, providing service information, technical data and general help as necessary.
  •  Ability to communicate internally; orally and in writing.
  •   Negotiating and influencing skills
  •   Understanding of excellent Customer Service

 Key Performance Indicators:
  • Customer Satisfaction
  • Down Time
  • Overdue PM
  • PM Kit/Consumable sales
  • Regional Revenue