About Us

� Respond customer calls and assess customer requirement and determine the most cost effective way to resolve a customer problem � Exercise judgment within procedures and practices to determine a resolution at optimal fix rate to achieve efficiency � Interface with service engineers and coordination resources to arrange field engineer dispatching in order to resolve customer problem on a timely manner � Monitor and collect customer complaint data in order to enhance customer satisfaction � Analyze Call Center issues, escalate to field service managers for prompt actions � Maintain customer call records and process to meet service and quality system requirement � Recommends changes on call procedures, field service and training, etc. � Fulfill region service job during turning the role between FSE and Call center agent � Provide professional service training to engineers and customers � Provide data of instrument performance to internal and external engineers

Three years working experience and related education background is preferred. Being experienced in the customer service is preferred. This position also requires: � A highly motivated individual who is willing to take on new challenges and leading to ensure successful operation of the Call Center in Shanghai � Knowledge of China service strategy and dealers' operation � Open to change and improvement � Excellence communication, negotiation, teamwork and people skills � Field technical and products knowledge � Good analytical and process oriented skills � Capable of dealing with conflicts (internal, external) and turn conflicts into opportunity for improvement � Good computer skill on Words, PowerPoint and Excel � Excellent English skills in speaking, reading and writing

Danaher Corporation Overview

Organization

: Beckman Coulter - Diagnostics

Job Function

: Customer Support

Primary Location

: Asia Pacific-China-China-Shanghai

Schedule

: Full-time