JOB PURPOSE
To address customers requests/complaints on software, database, OS, network troubles
To accumulate Topcon software troubleshooting knowledge and give training to service engineers in group companies and partners
JOB DUTIES
Software trouble shooting:
Fully responsible for post-sales complaint/inquiry handling of software.
Receive assignment of Cases from Service Coordinator for software troubleshooting
Not only Topcon software but also database, OS and network troubles shall be handled together
Key-in the detail of customer requests into ServiceMax
Liaise with product specialist department in case of product feature inquiry after sales.
Training:
To maintain a complete log of queries/complaints from customers/distributors, and to build a reusable
database for future query/complaint handling.
Plan regional and local software troubleshooting trainings and execute the plan as a trainer
Self-study with software manual and receive trainings from suppliers to get familiarized with the products. (acquire certification if needed)
Interview distributors and identify the needs of software troubleshooting trainings.
Plan training schedule depending on trainees proficiency level.
Conduct trainings and proficiency check after the training.
Keep record of training attendees and proficiency level.
Team work:
To strictly comply with predetermined KPIs and periodically and voluntarily report the status on weekly
basis
To strictly follow companys job dispatching/assignment system to prevent errors and delay from happening
Continuous improvement:
To actively propose improved way of doing things to make it more efficient and accurate.
To improve customers satisfaction level
Build robust and sustainable operation:
To develop and keep updating detailed SOPs and make sure adherence to them
Skill Development:
To adhere to continuous trainings and self-study plan, and make sure the progress of the execution.
Education & Experience
Bachelors degree (With majors in Computer Science/Engineering)
Minimum 3 years of relevant experience
Knowledge, Skills & Attributes
Strong interpersonal and communication skills
Proficient in Microsoft applications
Microsoft Windows Server
Computer Network, TCP/IP
MS SQL Server / Other database
Linux Shell
PACS system, DICOM
Job Type: Full-time
Benefits:
Meal allowanceSchedule:
Monday to Friday
