Senior Field Service Engineer, Dx, Taiwan

• Provide installation, debugging, maintenance, repair, and upgrading of products at assigned sites.
• Support Sales with pre-sales activities including but not limited to demonstration system setup and configuration, trade shows, and tender responses.
• Provide technical support services to customers and Hologic distributors by providing both on-site and off-site service as needed.
• Provide 24/7 coverage to distributors / customers within 24 hours of notification. 
• Ensure frequent & fluent communication with customers and distributors to enhance customer satisfaction.
• Manage Service Key Performance Indicators (KPIs) including Net Promoter Scores (NPS) by reviewing trends, suggesting changes for improvements, and achieving results.
• Review distributors’ / partners’ Service capabilities through tracking training completion / needs and monitoring escalation rates.
• Become a technical expert on assigned products and train other less experienced direct and/or distributor engineers
• Schedule and manage preventive maintenance and unscheduled visits to installed base sites.
• Complete work reports timely and document repair / resolution of customer complaints.
• Determine correct inventory levels of spare parts with supply lines, manage exchange of parts and ensure to return required parts to the factory timely
• Handle service business developments and follow up with payments when required.
• Document repair / resolution of customer calls in CRM system and escalate issues to management as needed.
• Work with application team to resolve quality issues and advise of issues and developments.
• Advise management of issues and developments
• Ensure instrumentation is in compliance with regulatory requirements and quality control standards.

Requirements

• Bachelor’s degree in Bio-Medical Engineering, Electronic Engineering, computer science or related technical discipline is required.
• At least 10 years of experience in a field service position working with customers to resolve problems related to diagnostic related medical equipment preferred.
• Strong computer literacy.
• Able to travel and work independently.
• Must be capable of multi-tasking, setting priorities and scheduling work activities.
• Ability to resolve problems, think analytically and communicate professionally in high pressure, time sensitive, customer environments.
• Position requires the ability to be “on call” after normal working hours.
• Excellent communication and interpersonal skills, including excellent English skills (spoken & written)
• Must be able to lift a minimum of 50 pounds.