Technician

2 weeks ago

Shanghai, China Oxford Instruments Full time

Role Details

Business, Location:

Service, Shanghai

Role:

Service Technician

Reports to:

Service Operation Manager, China Repair Hub

Direct Reports:

N/A

Primary Purpose:

To execute service localization strategy and help reduce return repairs turnaround time, deliver manufactured-level service at China Repair Hub and drive service success that improves customer loyalty, maximizes customer retention, increases profitability.

Key Responsibilities

Process the daily repair work for NanoAnalysis, Asylum Research and Andor physical science products Provide technical assistance and problem solving to customers as necessary Accurately document depot repair activities, including customer communication, service professional, results feedback Improve the repair and quality inspection process Ensuring customer satisfaction in all aspects of services provided Share experience and best practice of product services with colleagues. Contribute to knowledge base to allow continued improvement of work efficiency and effectiveness. Support and meet service business operation plan

Indicative Performance Measures

Volume of repairs by period by product type received Turnaround time total from receipt into Building to leaving, by period by type Time to repair (from hitting repair centre to leaving) First time fix, pass rate first time from test, i.e. fixed first time at first attempt Ratio of repairs returned within 1 year of previous year Number of no fault found as % of returned

Person Specification – Essential requirements unless stated

Education / Qualifications:

College, University Bachelor in Material Science, Physics, Electronic Automation, or Biomedical Engineering etc.

Professional Skills/ Abilities:

Preference will be given to those with 2-3 years Depot or Field Service working experience in installing, servicing analytical instruments Must have the ability to work independently, have effective communication skills, interpersonal and listening skills Good at MS office and PC skills

Personal Qualities:

Adaptable, able to flex to needs of customers, team and the business Proactive. self-starter, completes activities with minimal support. Initiates actions to develop new and better ways of working, using past experience and any mistakes as positive opportunities for improvement. "Can do" attitude – Decisive, able to work around issues to deliver performance Good English skill in reading, writing and speaking

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