Sr Service Admin (Fixed Term : 2022 to Aug 2023)

Remote Friendly Other Contract

The Senior Service Admin (Fixed Term : 2022 to Aug 2023) is responsible for :

  • Ensuring that the highest standard of custome service is mantained and improved on in Singapore, Hong Kong and Thailand (remotely), during Mariposa R20 SAP implementation in the region.
  • Meet the objectives set out in the Bio-Rad Mission and Quality Statement.
  • Develop tools anad processes to meet and exceed expectation of our external and internal cutomers.

1. Support Service Supervisor to help manage Service Business, provide a framework that fosters and facilitates teamwork.

  • Lead and motivate the Service team to meet agreed annual targets and objectives ensuring service team have appropriate competencies to perform their task effectively.
  • Ensure that all Service Engineers are competent to repair equipment through training and updates on technical information.
  • Promote adoption of new strategies, innovation, cost reduction/ efficiency and performance excellence.
  • Establish and maintain effective communication throughout the region.

2. Service Operations

  • Consistently provide front line technical support to internal / external stakeholders to ensure that customer satisfaction is achieved
  • Maintain PM schedule based on contracts. Ensure all PM are completed according to manufacturer’s recommendations.
  • Support new product launches for all LSG and CDG instruments
  • Ensure all service orders are handled in a timely manner and to the satisfaction of the customer, meeting territory service goals (KPI’s) and objectives.
  • Update customer data base by providing usernames, contact person, address, telephone number and email address
  • Ensure the in-house workshop, tools and test equipment are in good working condition and calibrated as per requirement of local regulatory authorities.
  • Ensure all spare parts are used through Service orders and costed immediately after completion of Service order.
  • Ensure replenishment of spare parts used (ROP & Ad-hoc) by raising LRF orders.

3. Financial

  • Support Service Supersisor in Service Revenue and Cost forecasting. Control Service cost to improve service margins year over year. Manage Service AR as per local financial policy.

4. Customer Satisfaction

  • Establish and monitor service level agreements with key accounts and manage KPI’s
  • Encourage and foster a team that creates customer service excellence

  • Degree / Diploma in Engineering preferred (Electronic/Electrical/Mechanical/Biomedical)
  • Minimum of 7 years’ experience in Life Science, Clinical Diagnostics or Biomedical service Industry
  • Excellent interpersonal and communication skills
  • Proven customer relationship skills and problem-solving ability
  • Demonstrated initiative with strong and proactive approach to getting things done
  • Conflict resolution skills and strong team orientation
  • Effective time management, prioritizing, planning, and organizing skills
  • Results orientated
  • High level of skills in computer literacy and software usage
  • #LI-PL1
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