- Provide installation, debugging, maintenance, repair, and upgrading of products at assigned sites.
- Support Sales with pre-sales activities including but not limited to demonstration system setup and configuration, trade shows, and tender responses.
- Ensure frequent & fluent communication with customers to enhance customer satisfaction.
- Manage Service Key Performance Indicators (KPIs) including Net Promoter Scores (NPS) by reviewing trends, suggesting changes for improvements, and achieving results.
- Become a technical expert and good communication skills to share experiences to team.
- Schedule and manage preventive maintenance and unscheduled visits to installed base sites.
- Complete work reports timely and document repair / resolution of customer complaints.
- Determine correct inventory levels of spare parts with supply lines, manage exchange of parts and ensure to return required parts to the factory timely
- Document repair / resolution of customer calls in CRM system and escalate issues to management as needed.
- Work with application team to resolve quality issues and advise of issues and developments.
- Advise management of issues and developments
- Good team player to support team members when needed.
- Able to service in the weekends. (infrequent)
- Ensure instrumentation is compliance with regulatory requirements and quality control standards.
- Bachelor's degree in Bio-Medical Engineering, Electronic Engineering, computer science or related technical discipline is required.
- At least 2 years of experience in a field service position working with customers to resolve problems related to mammography, ultrasound or related medical equipment preferred.
- Strong computer literacy.
- Able to travel and work independently.
- Must be capable of multi-tasking, setting priorities and scheduling work activities.
- Ability to resolve problems, think analytically and communicate professionally in high pressure, time sensitive, customer environments.
- Position requires the ability to be "on call" after normal working hours.
- Excellent communication and interpersonal skills, including excellent English skills (spoken & written)
- Must be able to lift a minimum of 50 pounds
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Field Service Engineer, Diagnostics, Hong Kong - Hologic, Inc.
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Duties & Responsibilities
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Hong Kong的Field Service Engineer, Diagnostics, Hong Kong从业者
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Leung Ting Duncan Lau
Property and Hospitality Management Professional