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Technical Service Staff, Singapore - Singapore  

Bio-Rad (company)

Posted on : 20 April 2017

Project Description

Tracking Code
Job Description

1. 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.

2. Service Documentation

Field Service Report (FSR) Documentation Compliance:

  • Ensure reliability and completeness of FSR submission

 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

Product Complaint Handling:

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

3. 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).

4. 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.
Required Skills
  • 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.
Required Experience
  • 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.
Job Location
Singapore, , Singapore
SG Technical Service Svc(SGSGS)
Position Type