Job Information
Hologic Field Service Engineer, Diagnostics, Hong Kong & Macau in Hong Kong
Field Service Engineer, Diagnostics, Hong Kong & Macau
Hong Kong
Duties & Responsibilities
Provide installation, debugging, maintenance, repair, and upgrading of products at assigned sites.
Support Sales with pre-sales activities including but not limited to demonstration system setup and configuration, trade shows, and tender responses.
Ensure frequent & fluent communication with customers to enhance customer satisfaction.
Manage Service Key Performance Indicators (KPIs) including Net Promoter Scores (NPS) by reviewing trends, suggesting changes for improvements, and achieving results.
Become a technical expert and good communication skills to share experiences to team.
Schedule and manage preventive maintenance and unscheduled visits to installed base sites.
Complete work reports timely and document repair / resolution of customer complaints.
Determine correct inventory levels of spare parts with supply lines, manage exchange of parts and ensure to return required parts to the factory timely
Document repair / resolution of customer calls in CRM system and escalate issues to management as needed.
Work with application team to resolve quality issues and advise of issues and developments.
Advise management of issues and developments
Good team player to support team members when needed.
Able to service in the weekends. (infrequent)
Ensure instrumentation is compliance with regulatory requirements and quality control standards.
Qualification & Experience
Bachelor’s degree in Bio-Medical Engineering, Electronic Engineering, computer science or related technical discipline is required.
At least 2 years of experience in a field service position working with customers to resolve problems related to mammography, ultrasound or related medical equipment preferred.
Strong computer literacy.
Able to travel and work independently.
Must be capable of multi-tasking, setting priorities and scheduling work activities.
Ability to resolve problems, think analytically and communicate professionally in high pressure, time sensitive, customer environments.
Position requires the ability to be “on call” after normal working hours.
Excellent communication and interpersonal skills, including excellent English skills (spoken & written)
Must be able to lift a minimum of 50 pounds
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