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Technician

Date:  8 Jul 2025
Location: 

Shanghai, CN

Job Function:  Operations
Business Unit:  China Regional Office

Role Details

 

Business, Location:

 

Service Delivery, Shanghai

Role:

 

Technician

Reports to:

 

Repair Hub & Specialist Team Manager

Direct Reports:

 

N/A

Primary Purpose:

 

To execute service (repair) localization strategy and help reduce return repairs turnaround time, deliver manufactured-level service at China Repair Hub and drive service success that improves customer loyalty, maximizes customer retention, increases profitability.

 

 

Key Responsibilities

  • Process MIC support and the daily repair work for NanoAnalysis, Asylum Research and Andor physical science products
  • Provide technical assistance and problem solving to customers as necessary
  • Accurately document depot repair activities, including customer communication, service professional, results feedback
  • Improve the repair and quality inspection process
  • Ensuring customer satisfaction in all aspects of services provided
  • Share experience and best practice of product services with colleagues. Contribute to knowledge base to allow continued improvement of work efficiency and effectiveness.
  • Support and meet service business operation plan
  • 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.
  • Other tasks assigned by team & company.
  • Follow the repair workflow, responsible for operating the repair related processes in the FSM system, keeping timely repair records, and submitting.
  • Complete other related tasks assigned by the line manager

 

Indicative Performance Measures

  1. Volume of repairs by period by product type received
  2. Turnaround time total from receipt into Building to leaving, by period by type
  3. Time to repair (from hitting repair centre to leaving)
  4. First time fix, pass rate first time from test, i.e. fixed first time at first attempt
  5. Ratio of repairs returned within 1 year of previous year
  6. Number of no fault found as % of returned
  7. The proportion of independently completed repairs to the total number of repairs
  8. Timeliness of repair records
  9. Don't be complained about by customers and sales
  10. Mastery of products repair in AR, NA, Andor.

 

 

Person Specification – Essential requirements unless stated

 

Education / Qualifications:

 
  • College, University Bachelor in Material Science, Physics, Electronic Automation, or Biomedical Engineering etc.

Professional Skills/ Abilities:

 
  • Preference will be given to those with 2-3 years Depot or Field Service working experience in installing, servicing analytical instruments
  • Must have the ability to work independently, have effective communication skills, interpersonal and listening skills
  • Good at MS office and PC skills

 

 

Personal Qualities:

 
  • Adaptable, able to flex to needs of customers, team and the business
  • Proactive. self-starter, completes activities with minimal support. Initiates actions to develop new and better ways of working, using past experience and any mistakes as positive opportunities for improvement.
  • "Can do" attitude – Decisive, able to work around issues to deliver performance
  • Good English skill in reading, writing and speaking

 

 

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