Job Description
Role Details
Business, Location:
Service, China
Role:
Field Service Engineer
Reports to:
Service Operations Manager - IA - East China
Direct Reports:
N/A
Primary Purpose:
To install, provide on-going maintenance and customer training on OI instruments. To establish and maintain a high level of customer satisfaction and confidence by appropriate actions and attitude.
To support the achievement of service revenue (contract, training, upgrade, consumable)
Key Responsibilities
- Install and ensure the correct operation of assigned systems.
- Provide customers with basic on-site training on operation of installed systems and ensure that the customer is aware of the correct methods to obtain specified system function, basic analytical results, and system care.
- Trouble shoot and repair all assigned systems to the appropriate level, ensuring that the system is returned to full operation in accordance with its performance specification and within a cost-effective time frame for Oxford Instruments and for the customer.
- Assist in the promotion and sales of Oxford Instruments maintenance contracts and service products.
- Ensure that all resources allocated e.g., tools, test equipment are maintained in good condition.
- Promote a positive image of Oxford in all activities with customers and maintain a high level of customer satisfaction.
- Driving increased productivity through utilization of remote tools and technical skills.
- Initiate field service reports for each customer visit / repair to document instrument and / or customer problems and the resolution of these problems. Provide data for installations, warranty, and customer / instrument history.
- Submit reports and information on recurring or potential problems.
- Feedback information, suggestions, recommendations and / or modifications to instrumentation, policies, and manuals.
- Always perform work safely, maintaining an up-to-date knowledge of health & safety requirements and operating in accordance with health and safety at work legislation.
- Maintain and develop knowledge of assigned products and their common applications, undertaking appropriate training where necessary. Participate in training and development activities as required.
- To be able to travel frequently and working under pressure （≥50% of working hours at customer sites expected）
- Other tasks assigned by team & company.
Indicative Performance Measures
- Customer satisfaction
- Reasonable call volume and first-time solution rate
- Rational use of work hour and materials to complete the assigned work
- Timely and accurate reporting
- Good communication skills
Person Specification – Essential requirements unless stated
Education / Qualifications:
- Bachelor’s degree or above
- Major in material science, physics, chemistry, biophysics, photology, engineering, or similar fields
- 2-3 years’ working experience in the field service function in the scientific instruments industry
Professional Skills/ Abilities:
Soft Skills:
- Good communication skills：customer interactions，internal communication
- Good time management skills
- Good problem-solving skills
- Logical thinking ability
- Organised, with solid administrative/reporting skills.
- Maintaining composure under pressure
Technical Skills (Prefer):
- PC Hardware，software and network setup and basic troubleshooting
- Oscilloscope/ Multimeter use
- Reading Electrical/Mechanical Schematics
- Experience with SEM/TEM, EDS and EBSD technology (Prefer)
- Experience with Confocal Raman products (Prefer)
Other Skills:
- Good English reading, writing, and speaking skills.
- Good PC knowledge, both hardware & software.
- Driving License is preferred.
Personal Qualities:
- Teamwork and adaptable
- Self-motivated and can work effectively with little supervision.
- Proactive, completes activities with minimal support. Initiates actions to develop new and better ways of working.
- Constructively challenges the way things are done and takes actions that improve personal and team outcomes.
