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Mission/Purpose of the Job
-To provide and manage routine technical support to Edwards Service China, Business Units and Customer Centers on products and systems manufactured by Edwards and installed at diverse customer base within China. Is responsible for ensuring product issues of a technical nature are resolved with minimum impact to customers and the overall business and escalated as required to the relevant departments if additional action is required.
-To maintain products to ensure they meet safety and legislation, specifications, business needs and quality requirements.
-Work closely with sales team to identify business opportunities and maximize business wins in key accounts. Includes introducing new upgrading solutions to customers from technical perspective.
Main Responsibilities
1. Diagnose and resolve product technical issues reported within customer and internal situations - escalating problems where necessary to more experienced staff, including communicating as necessary outside the team.
2. Provide support to Customers, Product Companies, Customer Centres, suppliers and Business Units to improve performance or resolve technical, quality or safety issues. Identify and escalate issues discovered on products which may require adjusting and/or modifying to existing designs to the relevant departments.
3. Plan and control personal work to ensure technical issues are resolved to time and budget, and support the detailed planning of activities as required to achieve the required results.
4. Document all work to standards, producing documentation on novel systems and test reports as necessary and publishing them on internal systems so that they can be retrieved by other interested parties when required and published outside of Vacuum Solutions if required.
5. Carry out testing in house and on site according to requirements with regards to resolving problems as they arise. Document and provide intended test data results to relevant departments.
6. Undertake basic analysis of product software data logs to derive conclusions and recommendations or further actions or necessary subsequent investigations.
7. Contribute within the team and organization any improvement of procedures and practices identified so that the effectiveness and efficiency of the product, procedure or practice are generally improved.
8. Work in a safe and effective manner in compliance with the Company's Health and Safety policy and ensure that the requirements under Section 2 of the Health and Safety at Work Act are met at all times.
9. CSK product support and migration as well.
10. (Occasionally) responsible to purchase within defined scope upon line manager's permission and use company system.
11. Work together with sales team when new business opportunity occurs and to introduce the new solution to the customers, prove to customers the advantage of upgrading the current products/system, simulating the cost saving from the new solution.
Skills / Knowledge / Experience
- Education level
受教育程度
Degree in mechanical engineering or relevant subject.
-Relevant Previous experience (minimum years of experience to competently carry out the role, not total year of experience)
相關(guān)的工作經(jīng)驗(yàn)（勝任該職位的最低工作年限要求）
5-8 years in mechanical engineering / manufacturing environment with exposure to product development and/or product support activities.
Previous experience of vacuum beneficial but not essential.
Allocated work performed to time and quality standards, without supervision.
Visits customers/suppliers and completes own work or delivers straightforward presentations under supervision.
-Knowledge areas/Skills (minimum level of knowledge to fullfil the role’s responsibilities)
知識(shí)領(lǐng)域/技能（滿足該崗位職責(zé)的最低知識(shí)水平）
English required.