Service Engineer

该职位来源于猎聘 The Services Engineer (Field) is responsible for on-site technical services (installation, maintenance, repair) for Bio Analytics products, ensuring efficient delivery of professional service experiences to customers. It aims to drive service excellence, enhance customer satisfaction and retention, and contribute to business profitability through reliable technical support. Responsibilities:

• On-Site Technical Service Delivery
• Execute on-site installation, commissioning, and acceptance of complex Bio Analytics systems, ensuring compliance with technical standards and customer requirements.
• Perform proactive preventative maintenance for assigned products to minimize downtime and extend equipment lifespan.
• Diagnose and resolve equipment faults (break-fix services) efficiently on-site or online, including hardware malfunctions and software anomalies, ensuring timely restoration of system operations.
• Customer Support & Enablement
• Provide timely and professional technical support (both on-site and remote) to address customer inquiries, operational issues, and service requests.
• Conduct training for customers on basic operation, daily maintenance, and troubleshooting of Bio Analytics instruments, empowering them to use equipment effectively.
• Maintain regular communication with customers to understand their usage scenarios and feedback, fostering long-term trust.
• Technical Competence & Problem-Solving
• Master basic experimental procedures (e.g., cell culture, molecular biology, clinical testing) to accurately interpret equipment-related issues in customer experimental scenarios.
• Demonstrate proficiency in circuit analysis, component identification, and reading of equipment circuit diagrams/mechanical structure diagrams to support hardware fault diagnosis.
• Perform software updates/upgrades for Bio Analytics systems and assist in resolving IT-related issues during installation and operation.
• Cross-Functional Collaboration & Business Support
• Proactively identify and collect potential sales leads (e.g., service contract renewal, equipment upgrade needs) and communicate them to the sales team in a timely manner.
• Collaborate with the sales team to promote service contracts, assist in negotiations, and support contract execution to drive service revenue.
• Assist in drafting and optimizing technical documentation (e.g., service procedures, troubleshooting guides) as required.
• Ad Hoc Duties
• Complete other tasks assigned by supervisors to support team and business objectives. Qualifications & Requirements
• Bachelor’s degree or above; Electronic, Mechanical, Biological or other relevant disciplines.
• 3+ years life science related field service or lab service experience.
• Strong communication and presentation skills, Proven change management and leadership skills.
• Ability to multi-task, meet deadlines, and delegate effectively
• Proven software skills, e.g. Microsoft Office
• High customer orientation
• Fluent in English
• Willingness to travel up around 50%.