Job description:
The position is primarily responsible for providing technical and application support to sales team to achieve sales target of assigned area. This position is tasked to oversee the installation and proactive maintenance of various diagnostics equipment, assistance in procedures, training of end users on how to use the machines and act as custodian to all technical documentation and other reference materials/equipment. The position will assist other Sales Applications Specialists in troubleshooting and in identifying hardware and assay-related issues. The position is expected to improve after sales service and establish strong business tie-ups with end users and laboratories.
Duties & Responsibilities:
- Monitors and ensures regular implementation of preventive maintenance of Diagnostic instruments and machines
- Responds to customer calls on machine issues; troubleshoots and handles customer complaints on a timely manner
- Prepares and submits service/sales call itinerary on a monthly basis
- Documents post-service reports and ensures closure of customer complaints
- Escalates unresolved problems to the Business Partner or superior for proper guidance and provides update/s and solution/s to the customer concerned
- Conducts site visits, provides recommendation for instrument placement and provides installation plan and schedule to the hospital staff
- Records, updates and maintains inventory records of all tools, instruments and serviceable parts
- Conducts instrument pre-checking prior to demonstration/installation and evaluation to ensure that the instruments are in well-maintained condition before installation
- Oversee the installation of machines in accounts
- Assist end users during procedure and conducts training with them on how to use the diagnostic machines
- Conducts training to 3rd party technical service provider
- Oversee 3rd party technical service partner operations
- Performs other tasks that might be assigned from time to time
- Adheres to company policies and procedures and submits reportorial requirements as required
SKILLS & QUALIFICATIONS:
Education: Graduate of any engineering course relevant to this Job Description. License is required for engineering courses with board examination.
Experience(s): Preferably with at least three (3) years working experience in electronic, software & hardware troubleshooting, application support in the Diagnostic Industry.
Specific Knowledge & Skills: Basic knowledge in reading designs and interpretation of printed circuit board and computer application, account management, and product application. Understanding and awareness of instrument behavior, preventive maintenance concepts, ability to conduct application training programs.