Business Unit:
China Regional Office
Role Details
Business, Location:
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Service Delivery, Shanghai
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Role:
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Technician
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Reports to:
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RepairHub&SpecialistTeamManager
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Direct Reports:
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N/A
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Primary Purpose:
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To execute service (repair) localization strategy and helpreduce return repairs turnaround time, deliver manufactured-level service at China Repair Hub and drive service success that improves customer loyalty, maximizes customer retention, increases profitability.
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Key Responsibilities
- Process MIC support and the daily repair work for NanoAnalysis, Asylum Research and Andor physical science products
- Provide technical assistance and problem solving to customers as necessary
- Accurately document depot repair activities, including customer communication, service professional, results feedback
- Improve the repair and quality inspection process
- Ensuring customer satisfaction in all aspects of services provided
- Share experience and best practice of product services with colleagues. Contribute to knowledge base to allow continued improvement of work efficiency and effectiveness.
- Support and meet service business operation plan
- Provide customers with basic on-site training on operation of installed systems and ensure that the customer is aware of the correct methods to obtain specified system function, basic analytical results, and system care.
- Trouble shoot and repair all assigned systems to the appropriate level, ensuring that the system is returned to full operation in accordance with its performance specification and within a cost-effective time frame for Oxford Instruments and for the customer.
- Other tasks assigned by team & company.
- Follow the repair workflow, responsible for operating the repair related processes in the FSM system, keeping timely repair records, and submitting.
- Complete other related tasks assigned by the line manager
Indicative Performance Measures
- Volume of repairs by period by product type received
- Turnaround time total from receipt into Building to leaving, by period by type
- Time to repair (from hitting repair centre to leaving)
- First time fix, pass rate first time from test, i.e. fixed first time at first attempt
- Ratio of repairs returned within 1 year of previous year
- Number of no fault found as % of returned
- The proportion of independently completed repairs to the total number of repairs
- Timeliness of repair records
- Don't be complained about by customers and sales
- Mastery of products repair in AR, NA, Andor.
Person Specification - Essential requirements unless stated
Education / Qualifications:
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- College, University Bachelor in Material Science, Physics, Electronic Automation, or Biomedical Engineering etc.
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Professional Skills/ Abilities:
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- Preference will be given to those with 2-3 years Depot or Field Service working experience in installing, servicing analytical instruments
- Must have the ability to work independently, have effective communication skills, interpersonal and listening skills
- Good at MS office and PC skills
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Personal Qualities:
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- Adaptable, able to flex to needs of customers, team and the business
- Proactive. self-starter, completes activities with minimal support. Initiates actions to develop new and better ways of working, using past experience and any mistakes as positive opportunities for improvement.
- "Can do" attitude - Decisive, able to work around issues to deliver performance
- Good English skill in reading, writing and speaking
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Apply now
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Asylum Research
Jul 08, 2025