Customer Support Engineer - Beijing

Date: 8 May 2024

Location:

Beijing, CN

Job Function: Commercial

Business Unit: China Regional Office

Role Details

Business, Location:	Service, China
Role:	Customer Support Engineer
Reports to:	Service Operations Manager - Instruments
Direct Reports:	N/A
Primary Purpose:	To install, provide on-going maintenance and customer training on OI instruments. To establish and maintain a high level of customer satisfaction and confidence by appropriate actions and attitude. To support the achievement of service revenue (contract, training, upgrade, consumable)

Key Responsibilities

Install and ensure the correct operation of assigned systems.
Provide customers with basic on-site training on operation of installed systems and ensure that the customer is aware of the correct methods to obtain specified system function, basic analytical results, and system care.
Trouble shoot and repair all assigned systems to the appropriate level, ensuring that the system is returned to full operation in accordance with its performance specification and within a cost-effective time frame for Oxford Instruments and for the customer.
Assist in the promotion and sales of Oxford Instruments maintenance contracts and service products.
Ensure that all resources allocated e.g., tools, test equipment are maintained in good condition.
Promote a positive image of Oxford in all activities with customers and maintain a high level of customer satisfaction.
Driving increased productivity through utilization of remote tools and technical skills.
Initiate field service reports for each customer visit / repair to document instrument and / or customer problems and the resolution of these problems. Provide data for installations, warranty, and customer / instrument history.
Submit reports and information on recurring or potential problems.
Feedback information, suggestions, recommendations and / or modifications to instrumentation, policies, and manuals.
Perform work safely at all times, maintaining an up-to-date knowledge of health & safety requirements and operating in accordance with health and safety at work legislation.
Maintain and develop knowledge of assigned products and their common applications, undertaking appropriate training where necessary. Participate in training and development activities as required.
To be able to travel frequently and working under pressure (50% of working hours at customer sites expected)
Other tasks assigned by team & company.

Indicative Performance Measures

Customer satisfaction
Reasonable call volume and first-time solution rate
Rational use of work hour and materials to complete the assigned work
Timely and accurate reporting

Person Specification – Essential requirements unless stated

Education / Qualifications:

Bachelor’s degree or above
Major in physics, chemistry, biophysics, material science, engineering, or similar fields
2-3 years’ working experience in the field service function in the scientific instruments industry

Professional Skills/ Abilities:

Soft Skills:

Good communication skills：customer interactions，internal communication
Good time management skills
Good problem-solving skills
Logical thinking ability
Organised, with solid administrative/reporting skills.
Maintaining composure under pressure

Technical Skills (Prefer):

PC Hardware，software and network setup and basic troubleshooting
Oscilloscope/Multimeter use
Reading Electrical/Mechanical Schematics
PCB-level Soldering (Prefer)
Working with RF Power/Crygenic Liquids/Radiation/High Vacuum (Prefer)

Other Skills:

Good English reading, writing, and speaking skills.
Good PC knowledge, both hardware & software.
Driving License is preferred.

Personal Qualities:

Teamwork and adaptable
Self-motivated and can work effectively with little supervision.
Proactive, completes activities with minimal support. Initiates actions to develop new and better ways of working.
Constructively challenges the way things are done and takes actions that improve personal and team outcomes.

#LI-TJ1