Biosearch Technologies™ provides products and services for genomic analysis that support mission critical applications for global customers in agrigenomics and human healthcare. The portfolio offers integrated tools and technologies to accelerate sample preparation, amplification, cloning and expression, next generation sequencing (NGS), custom oligonucleotide synthesis, nucleic acid chemistry reagents, and oligo therapeutics. Biosearch Technologies is currently recruiting for a field service engineer II to join us in providing front-line technical support to our repertoire of genomics platform and consumables as described above.
With a focus on always putting customers first, our Field Service Engineer is expected to work closely with our regional customer base to ensure maximum equipment uptime, software optimal utilization, training and troubleshooting functions.
Field Service Engineer is expected to be a role model and poise to mentor and develop junior service engineers on the day-to-day activities, coaching sessions and able to report and assign task to juniors and self and provide reports back to global service leads.
Key Responsibilities
- Build strong service support rapport with regional key account customers in APAC.
- Site Preparation; instrument Installations; training; troubleshooting, preventative maintenance as core task
- Facilitating service contract proposals and tracking as and when required.
- Function as an integral part of a wider global support team to offer “In Time zone 24/7” emergency service support call and troubleshooting assistance as and when assigned with urgent breakdown call with overnight travel either regionally or globally.
- Train and support customer in the application of “SFDC sales force” CRM platform as a service case tool to record and track service cases
- Support the generation of training aids and technical documentations as required
- Provide timely and concise Pre/Post trip reports and SFDC updates to maintain proper customer CRM records
- Work closely with the commercial and customer service team to ensure prompt and responsive customer support in building strong customer allegiance for the LGC, D&G branding.
- After normal office hours on-call support assignments (global support rotation) as part of a global technical support framework.
- Involving in engineering project, product management request for technical feedback/support
- The individual will be responsible for instrument commissioning, training, test and repair of equipment, and preventative maintenance.
- Expected to mentor junior field service engineers in problem resolution.
- Seeks continuous improvement processes to optimize technical support to our customers in the region.
- This position is responsible to effectively communicate instrument status, issues, and customer complaints and needs to appropriate managers and internal resources. Will be responsible to proactively take ownership and follow-through with generated issues or complaints reported from themselves, as assigned, or from junior service engineers.
- Responds with flexibility and collaboration to the needs of the business – both internally and externally – by addressing important corporate initiatives when requested by management.
- Ability to handle clients, distributors professionally during all interface and maintain a positive company images
- The motivation to learn and constantly improve processes and tools
- Adhere to company safety standards and promote safety culture throughout the company
- Any other ad-hoc projects and duties as required by the management
