Position Description
Hardware(include software) Support & Troubleshooting:
- Install, maintain, and troubleshoot systems in the field.
- Perform preventive maintenance and system upgrades.
- Diagnose and resolve hardware issues in a timely and efficient manner.
Application Support & Troubleshooting
- Work with Technical Support team to provide support for application issue, including troubleshooting, issue diagnosis, and resolution.
Training & Support
- Deliver on-site training to customer on hardware and application use.
- Train customers on best practices, features, and functionalities of both hardware and software.
In House Repair & Service
- Perform instrument's repair and service.
- Perform Demo Instrument QC check.
Maintain and develop positive relationships with customers.
Assist in meeting/exceeding sales targets with high service quality in relation to maintaining high customer satisfaction.
Document service activities, customer interactions, and resolution in SFDC to ensure accurate records are maintained.
Utilize all available tools such as Service Manuals, User Manuals, ISI notes, etc for daily task.
Utilize relevant databases to input and provide feedback to Service Management, Global Product Support and Sale Management that will increase the effectiveness.
Actively promote and sell Field Service Products.
Able to manage time and resources effectively.
Stay-up-date with products update, features, and service offerings to provide best customer experience.
Provide cross-border/district/region support when required.
Positively represent QIAGEN in front of customer, be a good example
Requirements
Min Diploma in Engineering, Bio-Medical engineering, Computer Science or a related field (equivalent experience).
Min 2 to 3 years service and support experience in a comparable position within the after sales service business in the medical diagnostic/life science markets, or equivalent experience maintaining instrumentation in medical diagnostic/life science fields.
Individual with biology background or other related disciplines who are excited to apply their scientific knowledge and skill in service role is highly welcome to apply.
Proven work experience in developing customer relationships.
Good interpersonal skills and problem solving-skill.
Result oriented with proactive behavior, able to work independently.
Valid driver's license and passport and willingness to travel internationally.
Ability to travel up to 20% across SEA.
Ability to work both independently and in a structured working environment.
Will require work with substances such as acids and solvents and to work in biological laboratories up to BSL3.
