上海招聘

Key Purpose and Accountabilities:

Primary activities – Operate within Repair Center and complete related field based activities to support Cepheid product portfolio. Ensure customer satisfaction through effective troubleshooting, repair, and maintenance of GeneXpert and Infinity products. Address customer support issues promptly and professionally throughout China. High productivity and initiative to assist with the rapid growth of China install base and new Repair Center activities.

Repair Center: (95%)

• The Service Engineer will be responsible for repairing, re-calibrating, and trouble-shooting equipment. Collaborate with field service team to ensure high quality and efficiency within the Repair center
• Provides technical direction and support to customers and ASPs on instrument operation, assay development, and maintenance of company products.
• Work closely with cross functional teams within China and on WW basis to maintain install base, ensure that we are driving resolution to customer issues and escalations, continuous improvement within region, addressing and improving team processes, etc.
• Using SW tools to ensure compliance and adherence to Cepheid SOP’s
• Having a comprehensive understanding of the relating service SOP and strictly implementing accordingly
• Ensure that we meet KPIs and participate / lead Continuous Improvement programs
• Investigate and identify the root cause of major equipment failures, as well as summarize lesson learned

Field Service based: (5%)

• Proactive preventive maintenance and modifications, reactive repairs and basic calibration, and installations and de-installations, in a timely, productive, and cost-effective way
• Train customers in the appropriate maintenance of systems.
• Maximise system performance and minimize downtime
• Interpret customers’ needs and take responsibility for problem resolution amongst other functions liaising with the customer on administrative and technical matters
• Install instrumentation, train customers and ensure a smooth and rapid start-up for new customers
• Demonstration of Cepheid instrumentation, software and reagents to customers
• Integrate Cepheid instruments into customer laboratories and provide customer support to the customer during the evaluation and validation process

Experience, qualifications, skills required:

• Bachelor's Degree in electronics or engineering (electrical or mechanical) desirable.
• 3+ years’ experience in technical services role
• Advanced troubleshooting skills
• Excellent communication skills and technical presentation skills for group and one-on-one presentations

Qualities/Competencies:

Other Requirements:

• Expectation to work in Shanghai Repair Center
• Communication skills in English language
• Greater China / WW travel expected for training opportunities
• Knowledge of instrumentation and working experience within repair center is a plus