Position Summary:

Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems.

All About You

Responsibilities:

Act as an essential interface between the field organization and internal support structure by providing timely onsite technical assistance to customers, Field Applications specialists, and field salespeople.
Serve as a focal point for problem resolution assistance to subsidiary or distributor support.
Responsible for editing, writing and modifying Service and Training manuals, Field Service Bulletins, and SOPs.
Install, upgrade, repair, and maintain instrument systems in defined territory.
Provide technical support to staff, contractors and customers.
Manage the Service Territory including distributor’s service staff.
Respond to service requests and ensure customer satisf.
Manage service parts inventory levels.
Maintain up to date customer information, technical files and appropriate databases.
Provide timely and accurate reports as requested.
Works in conjunction with other staff to coordinate new system placements, develop leads, promote upgrades and contract renewals etc.
Maintains routine contact with existing customer base.
All listed tasks and responsibilities are deemed as essential functions to this position however, business conditions may require reasonable accommodations for additional task and responsibilities.

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Job Deion (工作說明)

Basic Function and Scope of the Position:

Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems.

任務和職責：

現(xiàn)場為客戶、現(xiàn)場應用專員和現(xiàn)場銷售人員提供及時的技術援助，以負責現(xiàn)場組織與內(nèi)部支持結構之間的主要協(xié)調工作。
充當協(xié)助解決附屬公司或經(jīng)銷商支持問題的焦點角色。
負責編輯、編寫和修改服務和培訓手冊、現(xiàn)場服務通告和標準操作規(guī)程。
在指定地區(qū)安裝、升級、維修和維護儀器系統(tǒng)。
為員工、承包商和客戶提供技術支持。
管理包含經(jīng)銷商的服務人員在內(nèi)的服務領域。
響應服務請求并確保客戶滿意度。
管理工作部件的庫存級別。
維護最新的客戶信息、技術文件和適當?shù)臄?shù)據(jù)庫。
根據(jù)要求及時提供準確的報告。
與其他員工一道來協(xié)調新系統(tǒng)布局、發(fā)展大型客戶、促進升級和合同續(xù)簽等。
維護與現(xiàn)有客戶群的日常溝通。
以上任務和職責只是此職位的基本職能；隨著企業(yè)運營情況的變化，您可能需要適度承擔一些額外的工作。

Illumina是一家領先的生命科學工具和綜合系統(tǒng)開發(fā)、制造和營銷商，其產(chǎn)品主要用于大規(guī)模分析遺傳變異及其功能。這些系統(tǒng)讓在幾年前還不敢想象的研究得以順利開展，使我們更加靠近實現(xiàn)個性化醫(yī)療的目標。隨著技術的飛速進步，提供創(chuàng)新、靈活、可擴展的解決方案和業(yè)內(nèi)領先的支持服務配套至關重要。
我們致力于通過強調互動協(xié)作、快速交付解決方案、滿足客戶需求來面對這項挑戰(zhàn)。
我們的客戶廣泛分布于全球，涵蓋了學術組織、政府部門、制藥廠商、生物技術公司和其他領先的機構。