Engineer Customer Care

Responsibilities

• Identifying and analyzing instrument and system problems
• Repairing to meet specifications
• Escalating exceptional issues to minimize customer down-time
• Performing pre-installation site surveys, installations, scheduled maintenance and approved modifications in accordance with Sysmex policies
• Scheduling modifications and updates as indicated in Technical Bulletin (TB) and Engineering Change Records (ECR)
• Monitoring and responding to communication devices during all scheduled times
• Supporting and providing ownership of technical issues at existing customer sites
• Performing troubleshooting on issues related to workflow and instruments. Investigating problems, diagnosing probable causes, and providing solutions
• Recognizing and communicating product issues, complaints, and potential improvements
• Working cross-functionally with other Sysmex Associates in Sales, Marketing, and Product Management to ensure total customer resolution and maximize very satisfied customer base
• Properly documenting all service-related activities in a timely and professional manner, including inventory, service orders, expense reports, and all other required reports
• Performing duties within defined service standards, including but not limited to on-time and within labor hour goals for scheduled maintenance, demand service events, installations, and first visit-fix-rates
• Managing time, territory, and accounts effectively; taking initiative to make changes to improve how work is done, focusing on process improvement, promoting customer satisfaction, and supporting sales objectives and organizational directives
• Identifying and communicating gaps and product issues and recommending potential improvements to the installation and implementation process
• Responsible for supporting the systems assigned to their territory and greater geography to meet business demands
• Providing technical information to direct management/peers and other functional groups
• Proactively addressing and supporting sales objectives and organizational directives
• Maintaining spare part inventory for optimum use of spares with correct diagnosis
• Managing Customer Service contracts (AMC, CMC, etc.)
• Managing company assets and expenses within company guidelines
• Delivering work packages during project deployment into customer sites/laboratories
• Assisting customers with meeting their regulatory and validation requirements
• Providing appropriate training
• Supporting the integration process to meet customer expectations and timeline

Qualifications

• Bachelor’s degree in Engineering or related field
• Minimum 2 years of experience in a similar role
• Strong problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Proficiency in Microsoft Office Suite
• Knowledge of Sysmex products and services
• Valid driver’s license and reliable transportation