We are looking for competitive Service Engineer who is responsible for the installation, maintenance and service of sold products. The job is mainly in-house and on-site service, preventive maintenance, technical support solutions, as well as establishing well-organized service process. The goal is to provide high class after sales service and increase company’s core competence.
我们正在寻找有竞争力的服务工程师，负责安装、维护和维修已经售出的产品。该工作主要是室内及现场维修服务、为合作伙伴及用户提供技术支持、建立有效的售后服务体系。目标是为用户提供高水平的售后服务，从而提升公司竞争力。
Responsibilities (include but not limit) 职责（包括但不限于）
1. Be responds to customer complaints in time. Oversee all services and workspaces in shop or on-site;
2. Consistently deliver incredible customer service experiences by offering knowledge, advice, and answering questions and concerns;
3. Act as the highest source of information for all service, and product-knowledge concerns and work process matters (for both employees and customers);
4. Evaluates and resolves problems of the failed units. Installs, repairs, tests, maintains equipment and trains customers;
5. Maintains product manuals and helps on technical brochures checking;
6. Analyzes, inspects and reviews findings to report to the headquarter for improving the product performance, design or quality；
7. Manage and maintains relations with distributors’ service person and set up communication community to deliver the service knowledge;
8. Organize and set up service system and procedure；
9. Organize and responsible for servicer events for the customer, to improve sales and marketing results by service, and promote good brands influence.
10. Keep a safe and clean workspace at all times;
11. Follow and abide by all industry standards, regulations, and laws;
12. Help train new employees in company procedures, including safety and work processes;
13. Stay up to date on industry standards and any new innovations, materials, tools and/or processes that can benefit the company service.
1. 及时响应并解决用户的问题。处理室内及现场的所有售后服务及维修工作；
2. 通过经验和知识，为用户提供满意的回复，始终如一地提出色的客户服务体验；
3. 熟悉并通晓售后服务、产品知识、内部工作流程；
4. 评估和解决故障设备的问题。安装、修理、测试和维护设备。为客户提供培训；
5. 维护、翻译产品手册；协助技术文件的检查；
6. 分析、检查和审查故障结果，向总部报告，以提高产品性能、设计或质量；
7. 管理并维持与分销商服务人员的关系，并成立沟通社区，提供服务知识；
8. 组织并建立售后服务体系；
9. 组织并跟进客户端的现场服务活动，以服务带动销售及市场推广，提升品牌形象；
10. 随时保持安全干净的工作空间；
11. 遵守并遵守所有行业标准、法规和法律；
12. 帮助新员工培训公司程序，包括安全和工作流程；
13. 了解行业标准以及任何可使公司售后服务受益的创新、资料、工具和/或流程。
Required Skills & Experience 所需技能和经验
1. Proven working experience in service field. Basic understanding of sales principles and customer service practices;
2. 5+ years’ service experience in laboratory equipment industry;
3. Clear service management knowledge;
4. Excellent written and oral communication skills, also in English language;
5. Able to travel if necessary;
6. Knowledge and experience of 3rd party service engineer management;
7. Proficient in using MS Office;
8. Honest, with a strong sense of responsibility, and professional accomplishment;
9. A positive attitude with a desire to grow and learn;
10, Teamwork spirit;
11. Effective time management skills, with strong organization and prioritization abilities;
1. 在售后服务领域拥有良好的工作经验。了解销售原则和客户服务实践；
2. 5年以上实验室仪器维修经验；
3. 良好、清晰的维修及售后服务管理经验、思路；
4. 优秀的书面和口头沟通能力。英语作为工作语言；
5. 可以出差；
6. 可管理并协调第三方售后服务工程师；
7. 熟练使用MS Office办公软件；
8. 为人正直，具有强烈的责任感、优秀的职业素养；
9. 积极的工作态度，渴望学习和成长；
10. 团队合作精神；
11. 有效的时间管理技巧，具有出色的组织能力和优先级分配能力。

Location工作地点
Minhang, Shanghai, PRC
上海闵行区