Field Service Engineer, HK

Summary of Duties and Responsibilities

• Provide leadership and mentoring to Field Service Engineers
• Be the first point of contact for customers within the assigned territory.
• Assume responsibility for the completion of preventative maintenance cycle in assigned territory.
• Assume responsibility for the timely completion of reactive maintenance in assigned territory.
• Provide technical knowledge and assistance to assigned Field Service Engineers
• Participate in the recruitment and onboarding of assigned Field Service Engineers as required.
• Oversee the management of tools, equipment, and spare parts inventory. 
• Identify training needs and facilitate skill development for team members. 
• Establish and maintain a high level of customer satisfaction with Hologic's products, support, and service.
• Complete and submit all required paperwork on time and accurately.
• Provide feedback to the Service Manager concerning product performance anomalies encountered in the field and make recommendations for service improvements.
• Manage inventory, keep accurate records, and return unused and failed parts promptly.
• Escalate customer issues and unresolved product problems to service management in a comprehensive and timely manner.
• Ensure that all business activities comply with relevant Acts, legislation, industry Codes of Conduct, and ethical standards.
• Identify areas of continuous improvement within your area of responsibility.
• Perform other related duties as assigned by your manager from time to time for the best of the company.
• Represent yourself as a Hologic employee to provide high level service Quality.

Skills and Attributes

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the basic knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• A great problem solver who can think analytically and communicate professionally in high-pressure, time-sensitive environments.
• Proven experience in a customer orientated environment with exceptional customer service and the ability to deal with difficult situations.
• Forward thinker who can prevent problems before they arise.
• Process driven individual who can manage multiple tasks and be flexible often dealing with ad-hoc queries from customers
• Ability to interface with internal and/or external customers and work independently.
• Solid computer skills including Windows, Microsoft Office products, and Customer Relationship Management (CRM) systems.
• Polished time management skills to complete prioritized activities effectively.
• A great team player who actively contributes to the team to complete tasks, meet goals, or manage projects.
• Understanding of Cantonese and English is a must

Education and Experience

• A tertiary qualification in Engineering, Electronics, or another related technical discipline would be an advantage; however, all product training will be provided by Hologic.
• Knowledge of Radiation Safety, x-ray related field would be beneficial.
• Minimum of 5 years of experience in a field service role, with at least 2 years in a supervisory or leadership position.

Other

• Willingness to work flexible hours and overtime at short notice, understanding that our role is critical to the health and well-being of others.