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
- Volume of repairs by period by product type received
- Turnaround time total from receipt into Building to leaving, by period by type
- Time to repair (from hitting repair centre to leaving)
- First time fix, pass rate first time from test, i.e. fixed first time at first attempt
- Ratio of repairs returned within 1 year of previous year
- Number of no fault found as % of returned
- The proportion of independently completed repairs to the total number of repairs
- Timeliness of repair records
- Don't be complained about by customers and sales
- Mastery of products repair in AR, NA, Andor.
Person Specification – Essential requirements unless stated
Education / Qualifications:
|
|
Professional Skills/ Abilities:
|
|
Personal Qualities:
|
|