Service Engineer (Scientific Products)

MAIN RESPONSIBILITY: Provide customer support, repair and testing of all instrumentation and performs field service calls and installations.
INSTALLATION & SERVICE SUPPORT:
- Responsible for the installation and commissioning to get the final acceptance from the customer;
- Responsible for the maintenance of the installed base;
- Responsible for keeping the demo equipment fully operational
- Provide customer service for all instrumentation
- Provide customer phone and e-mail support;
- Perform field service for installations maintenance and repair;
- Trains customers on software and hardware of instrument;
- Install upgrades
- Handles in-house customer repairs;
- Promote service replacement parts, service contracts;
- Responsible for getting the installations tools
QUOTATIONS:
- Prepare quotations for service issue when system out of warranty;
- Prepare quotations for parts and service contract.
COMMUNICATION:
- Make sure that the communication is clear and trustfully;
- Provide a report through CRM immediately after each visit;
- Share the report with other people;
- Update the CRM customer data base after each visit;
- Ensure that the customer received all the information as requested;
- Report to the management for any problems;
- Write in English a trouble-shooting note for each solved problem.
TRAINING:
- Responsible for a proper training of the customer;
- Responsible for being properly trained.
RECEIVABLES & FINANCES:
- Responsible for getting the acceptation documents for final payment;
- Provide help to the sales coordinator to collect the remaining fund;
- Responsible for cost reduction by optimizing travel itinerary, and time reduction for installation and repair.
OTHER ISSUES FOR OPERATION:
- Participation on request to technical seminars or shows
- Provide all the necessary information to the sales coordinator to update customer data base;
- Provide all the necessary information to the sales coordinator to update user list;
- Other duties as assigned.