SHENZHEN JINKEWEI INDUSTRY CO., LTD (a Philips company) Salary
Lifecycle Support Centre | Product Support Engineer | 6001-8000RMB/Month
Medical equipment/devices | Nature of Business: Wholly Foreign Owned | Scale: 500-999
Job Description:
1. Support the service of new and in-production products, as the source of product technical support, PSE is responsible for defining product support strategy, service tools, service parts, disassembly and replacement process, field test procedures
2. Review the daily troubleshooting of products and provide technical support
3. Follow-up and coordinate the service communication between product development and customer service departments
4. Follow up and coordinate service communication between product development and customer service departments
4. Escalate customer complaints and technical issues, and provide FCO and Tier 3 technical support solutions to field support departments when necessary
5. Provide product technical support training to global customers
6. Evaluate existing product support and training programs, and formulate product retirement plans and service training plans
7. 7. Summarize customer feedback and complaints, and evaluate product quality, reliability and customer satisfaction