Report to: Service Supervisor of Instron China

Working Location: Shanghai

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Job Specifications and Responsibilities:

• Be responsible for service parts/inventory management, build up right inventory level to better support customer needs, be familiar with detailed process handling, like parts ordering, receiving, shipping process
• Be responsible for service data management under service system (Tesseract), provide regular data analysis and feedback to support regional business growth, and overall KPI management.
• Be responsible for service job scheduling and progress follow up with regional Service Manager and Engineers
• Answer customer’s call or email with right business acumen, sense of urgency in handling customer voice and complains
• Experience in service selling process is preferred, like quotation, contract and invoice process
• Support for service business growth with collaboration with Reginal Service Manager and service engineers
• Conduct customer satisfaction survey, collect customer voice , data analysis and improvements , further follow up with team to improve customer satisfaction
• Follow Instron Top10 philosophy to escalate complex issues, ensure all problems can be resolved at proper level with right resource involved.
• Team work, collaborate with internal teammates and cross functions, mutual understand other functions focus and take necessary roles to support for success
• Support to organize team activities for customer training, employee training and others.
• Ensure that EHS conforms to Instron standard and local requirements, which will secure all our people and Service activities in safe and qualified situation.
• Ensure all activities compliance with company policy and requirements.
• Any other assignment from high management.

Requirement:

• College degree or above, mechanical, electrical, engineering is preferred
• At least 2years service support experience, in equipment/instrument industry is preferred.
• Strong communication and coordination skills
• Strong self-drive, and accountabilities for results
• Proficient in Office software skills (Excel, Word, Presentation etc)
• ERP experience is preferred
• Excellent English written, oral communication is preferred.

Remark

上班地址：上海市静安区南京西路819号17楼