職位描述
職位描述：
Key Accountabilities
？ responds to customer complaints;
？ evaluates and resolves problems of the customer; analyzes, inspects and reviews findings to determine the solution to the problem that the customer demands;
？ installing the equipment;
？ offers customer training for the product;
？ repairs, tests and maintains equipment;
？ monitors performance of the product;
？ maintains product manuals; provides customers with regular reports and feedback on their service requests;
？ develops and maintains relations with customers;
？ reports common complaints of customers to top management in order to address the situation for future reference;
？ makes recommendations to maintenance technicians; and offers feedback on product development, features and functions
Strategic Impact
An important role of Technologies team
Impact directly and deeply on the user experience
Help and support to raise sales performance through your professional and timely service
Scope of People Responsibility
works alongside with sales person and fertility technology embryologist;
cooperate with and learn from global service team
provide product information and basic maintenance skills to colleague, distributor and customer
Cooperation
Internally
Local sales team, global service department, regional or local function associated with the Fertility Franchise
Externally
IVF laboratory heads, embryologists, distributors and other business partner, hospital facility section, manufacturer
Education
？ Associates degree within Electrical Engineering or Biomedical Engineering required, Bachelor Degree preferred
？ Knowledge in customer service principles and practices are essential
？ Proficiency in written Mandarin and English
Work Experience
At least 3 years technical experience within life science or medical equipments field, IVF equipment maintainence experience preferred.
Job specific Competencies & Skills
Excellent analytical and problem-solving skills
familiar with all parts of the product as well as familiarity with electrical or mechanical procedures that may have effect on the products being purchased
communication skills both written and verbal in order to relay the problem and solution to customers and top management
basic IT knowledge
Proficient in MS Excel, Word and PowerPoint
