Field Service Engineer

1 week ago

Singapore Bio-Rad Laboratories Full time

Overview:

- The principal job function of the Field Service Engineer (FSE) is to provide after-sales technical service support for Bio-Rad’s Laboratory Systems/Equipment. He/She will be the first line technical service support to our customers. His/Her responsibilities include, but not exclusive and effectively the area of responsibilities will be set by the market needs and provide tele-problem troubleshooting, coordinate in-house technical service, render technical assistance in repair and QC, maintain good service workflow, organize service inventory, ensure traceable service documentation and parts.

Key Result Areas:

- Technical Support Management
- Service Documentation Efficiency Management
- Customer Service management
- Technical Service Implementation Capability

**Responsibilities**:

- 1. Technical Support Management
- Performing the Repair, Maintenance & Installation of LSG and CDG system.
- 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 SMAX.
- Perform QC service.
- Perform in-house service repair.
- When needed, refurbish faulty equipment for loan and rental.

2. Service Documentation Efficiency Management

2.1 FSR Documentation:
- Ensure reliability and completeness of FSR submitted
- Update customers profile document.

2.2 Service Log-call Documentation:
- Ensure proper closure of service work order in SMAX
- Prepare LFR purchase of service parts for approval

3. Recondition the instruments and parts
- Recondition CDG and LSG equipment.
- Manage manufacturing refurbish parts (lamp, detector etc)

4. Technical Service Implementation Capability
- Managements Demo units and Service.
- Support service call with CTS.
- Service Tools management with Service Admin
- Ensure that the Bio-Rad commitment to customer satisfaction is achieved and constantly improved.

Qualifications:

- Degree in Electronics/Mechanical/Biomedical Engineering (Laboratory Instrumentation and/or Diagnostics Instrumentation) or Diploma in Electronics/BioMedical Engineering/Chemical Engineering with 1 year of relevant experience
- 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.

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