POSITION TITLE: Technical Support Expert, National

REPORTS TO: Technical Support Manager, National

FUNCTION: This position initiates, designs, develops and implements product design improvements and changes where analysis of situations or data requires a review of identifiable factors.

BASIC PURPOSE OF THIS POSITION:

This will include organizing and monitoring field evaluations of current and new products for customer acceptance and validation; developing, recommending and reviewing system design evaluations, service/maintenance plans and procedures, operator manuals and reliability requirements; directly assisting Field Service Engineers on product performance issues; teaming with Engineering and other departments to troubleshoot instrument problems; assisting with product definition and specification development; developing and executing test protocols to assess feasibility of product modifications; and preparing service documents.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The incumbent will also be responsible for, but not limited to the following duties:

• Exercises judgment within defined procedures and practices to determine appropriate action
• May develop and track project plans
• Performs and summarizes experiments independently
• Recommends changes
• Works with other CTS as a proficient CTS team
• Takes initiative on research and extend technical field
• Collects and analyzes service data and technical information
• Trains and develops the technical team and dealers
• Provides technical support and on site supports to own engineers and dealers
• Understands technically competitor's activities in the market
• Adheres to policies and procedures

This description is a summary of principle responsibilities and is not intended to include all duties may be assigned.

WORKING RELATIONSHIPS AND CONTACTS:

• External contacts for this position include dealers, suppliers and vendors. Customers may include hospitals, laboratories, institutes, factories and universities.
• Internal contacts include US Technical Supports, Sales, Marketing, CAS and Finance, all CTS department staff members as well as other service support administrator staff in other offices of the company to gain information or to resolve problems.

SUPERVISION RECEIVED AND GIVEN:

The incumbent of this position is responsible for his/her own work. Only new work is reviewed before issue, all other work is handled independently, reporting status to managers/supervisor. Some work requires analysis and use of initiative and independent judgment, but most assignments are specific and well defined.

ESSENTIAL QUALIFICATIONS:

EDUCATION & SKILLS:

• At least holds a bachelor degree in Engineering, Electronics, Mechanics, Automation or Biomedical Engineering.
• Excellent English skills in speaking, reading and writing.

WORKING EXPERIENCE:

Minimum six years of related working experience, preferably in medical device industry.

FUNCTIONAL COMPETENCIES:

• Develops professional contacts in the industry
• Develops professional expertise by maintaining contacts in the industry
• Continues to develop depth of knowledge by studying innovations and changes in the field
• Systematically gathers relevant information, considers a broad range of issues or factors. Grasps complexities and recognizes relationships among problems or issues
• Uses a department or functional area perspective when making decisions or implementing new initiatives or changes
• Continuously learns from experiences, particularly non-routine challenges
• Seeks feedback from others to improve skills
• Concentrates on key objectives despite distractions
• Overcomes potential stumbling blocks to achieve objectives
• Identifies and focuses on critical deliverables and high priority assignments
• Serves as a resource for work unit
• Understands complex technical and non-technical documentation
• Plans and conducts service training for field engineers, including dealer engineers
• Manages spare parts safety stock and inventory
• Develops technical processes, such as installation process, MOD, mini parts stock for engineers/dealers, training evaluation process, training agenda and materials, maintenance and PM
• Attends and holds regular technical conferences with the headquarters and the service team to develop field engineer’s expertise
• Effectively communicates with external contacts to ensure positive outcomes
• Attends external seminars and visits customers and other companies to continue learning
• Works with team members to develop team goals and plans, resolve problems and achieve goals
• Understands the impact of expenditures on business results and customer satisfaction
• Uses understanding of the customer's needs and expectations to identify and suggest ideas or enhancements
• Searches for ways to increase customer satisfaction

TRAVEL REQUIREMENTS:

This position may require business traveling in a frequent situation.

WORK ENVIRONMENT:

This position functions in a general office environment.

贝克曼库尔特有限公司简介：

美国贝克曼库尔特有限公司由贝克曼博士和库尔特兄弟创立，致力于开发和销售仪器、试剂、软件以及能够简化和自动化实验室处理的产品，产品广泛用于世界各地的医院、诊所以及商业实验室。临床诊断解决方案包括：实验室自动化系统、生化分析系统、免疫分析系统、血细胞分析系统、特定蛋白分析系统、尿液分析系统、微生物检测系列、血站血型分析系统。未来的发展中，贝克曼库尔特公司还将以其领先技术、完整的全线产品在医疗设备研发领域持续领跑，继续为全球科学研究的发展作出更杰出的贡献！欲了解更多信息，敬请访问贝克曼库尔特全球网站**********************和中文官方网站*********************

在贝克曼库尔特公司工作的益处:

我们推动行业向前发展
?我们是科学和医疗领域的领先企业。我们的“诊断”产品可帮助医院和实验室尽可能快速和可靠地提供患者诊断结果。我们的“生命科学”产品可帮助科学家在他们的研究中取得突破。
?我们产品的每月使用量达数百万次。
?我们历来重视创新，每年都会推出新产品。
?我们投资于研究和开发，并致力于制造出最优的产品。

我们帮助员工发挥潜力
?我们的文化是坚持持续改进 — 这种文化也深深地影响着我们的员工。
?我们致力于通过激发动力和具有挑战性的工作为员工提供成长机会。
?我们的内部晋升和任职率在业内领先。
?我们利用认可计划 Win as One（共同致胜）确保我们的员工在完成重要任务时得到认可。
?我们全年为员工提供多个发展计划。

我们有独特的工作方式
?虽然我们的工作可能具有挑战性，但员工可以获得经理及其团队的支持。我们共同努力来帮助彼此实现目标。
?Danaher Business System (DBS) 提供了独特的工作环境和获得分析、问题解决技能的机会。
?我们的工作环境和谐友好，并鼓励员工积极提出问题。
?我们坚定推崇多元融合、海纳百川的文化，并邀请员工分享他们的独特经验。