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Technical Service Staff, Singapore Singapore,  

Posted on : 20 April 2017

Project Description

Tracking Code SGP073 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 Department SG Technical Service Svc(SGSGS) Position Type Full-Time/Regular


Singapore, Singapore

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