Call Center Engineer

Make a Meaningful Impact Ready to join a team where your work makes a daily difference in healthcare?

Epredia is a global leader in precision cancer diagnostics solutions. In fact, every second, our products are used 48 times in labs and medical facilities around the world.

We are a proud member of PHC Group, a global collection of companies committed to delivering precision technology for the future of healthcare, from specialized medical equipment to health IT systems to research tools.

Job Title: Call Center Engineer

Who You Are

You have energy and drive in abundance, a passion for serving our customers and possess a growth mindset and love of continuous learning, with an appreciation for diverse perspectives and helping others win.

Position Overview

Our values reinforce our culture of collaboration, growth mindset, and how we serve our customers.

Reporting to the China Service Team Lead, the role directly optimizes regional after-sales operational efficiency, standardizes service workflows, ensures accurate service data output, and elevates overall customer after-sales experience, supporting the stable growth of the local medical device service business.

Location:上海市浦东新区华东路5001号T6-7

What You Will Do

This multi-functional service operation role drives the full-cycle standardization and efficiency of China regional after-sales service operations, covering customer hotline support, spare parts & inventory management, system and master data governance, data reporting, and cross-team business collaboration, delivering reliable operational support for the company’s IVD and medical equipment after-sales business.

• Deliver full-cycle customer service support: Respond to 400 hotline, WeChat and mailbox service and sales tickets covering pre-sales consultation and after-sales technical requests. Manage end-to-end work order creation, dispatch, tracking and aging monitoring, coordinate cross-team resources to resolve abnormal and overdue cases, and ensure high-quality and timely customer service delivery.
• Manage spare parts and inventory operations: Verify field engineer spare part demands, match inventory and audit order compliance. Conduct regular consignment inventory cycle counting, track defective parts RMA return processes, and follow up with the factory to complete warranty claim procedures.
• Administer service system and master data: Act as the onsite ServiceMax administrator to update platform notices, compile training materials and provide operational guidance for FSEs. Maintain accurate and complete customer master data, install base records and service contract information to ensure standardized data governance.
• Analyze service data and deliver reports: Consolidate regional after-sales service data, conduct data statistics and pivot table analysis via Excel, and prepare regular KPI reports to support team performance evaluation and business process optimization.
• Oversee demo equipment and cross-functional collaboration: Manage the full lifecycle of demo equipment including application, dispatch, return, logistics arrangement and regular inventory counting. Support cross-department demands including quality complaint handling and marketing data inquiries, and drive service improvement based on customer satisfaction feedback.

Qualifications & Basic Requirements

• Hold a College degree or above; majored in Electronic Engineering, Biomedical Engineering, Mechatronics, Customer Service or related disciplines.
• Possess a minimum of 1 year of formal working experience in technical support or call center operation roles.
• Own basic theoretical and practical understanding of electromechanical structures and laboratory/medical equipment operating principles.
• Have hands-on operational experience with ERP, CRM or work order management systems; proficient in Microsoft Excel for data statistics, pivot table analysis and business report development.
• Be familiar with standard after-sales operation workflows, including spare parts ordering, inventory management, RGA/RMA return processes, and demo equipment administration.

Ready to Make an Impact? If this opportunity aligns with your skills and career goals, we'd love to hear from you. Apply today and take the next step in your career with us.

Building an Inclusive Culture We are a company that brings the best people together and leverages their varying backgrounds, ideas, and points of view to invent on behalf of all customers. We are committed to equal employment opportunity for all individuals, without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability, medical condition, veteran status, marital status, pregnancy, sexual orientation, gender identity, genetic information, or any other protected classes which may exist under applicable federal, state, or local law.