Territorial responsibility: Australia and Oceania
OVERVIEW OF JOB RESPONSIBILITIES
Generally, your primary responsibilities will be to provide post-sale technical support to existing and potential customers. Such support may include but is not limited to: –
1) Technical Field Support
+ Pre-installation visits, preparation for, installation, commissioning, troubleshooting of and preventative maintenance of hardware systems and associated software at both customer sites and company facilities when required.
+ Maintains a full, functioning and clean set of tools and test equipment, ensuring all tools are ready for use at all times.
+ Liaises with customers & other members of company team to ensure that system delivery is properly scheduled, and customer sites are adequately prepared in advance for planned installations.
+ Installs, configures and commissions the companys products at customer sites and company offices when needed.
+ Ensures that workstations are properly and correctly integrated with correct operating systems and application software before and/or after delivery, installation, commissioning and training at customer site.
+ Delivers post installation training to customers operating staff ensuring efficient use of our hardware products by our customers.
+ Provides ongoing telephone support to customers and attends to service calls promptly and efficiently as directed by service management and coordination staff. Diagnoses all aspects of technical faults reported by customers in a systematic manner and ascertains probable/possible causes where possible before visiting site. Must be properly equipped with the correct tools and where possible, any appropriate spare parts before going to site.
+ Conducts regular maintenance activities for customers equipment under a preventive maintenance programme.
+ Plays a pro-active role in encouraging customers to sign maintenance contracts where possible by having a good understanding and knowledge of our customer care programme.
+ Provides pre & post event technical support during road shows, trade-exhibitions, marketing events and demonstrations as necessary. Works closely with other team members in ensuring that systems are installed and fully functional before and during such events. Takes responsibility for quick & efficient post exhibition disassembly, packing & shipping of company’s products.
+ Participates in detailed on-the-job training sessions with colleagues as well as occasional domestic and overseas training courses as necessary.
+ Takes a pro-active approach in identifying and preventing potential technical problems before they happen.
+ Is expected to travel overseas and interstate when necessary to visit customer sites. Travel can be up to 20-25% of working days in any month.
2) Other Non-Technical Support Functions
+ Ensures all customer service calls are properly logged and updated on in-house service management system.
+ Works with back office staff to ensure that all chargeable service-related activities are sent for invoicing in a timely manner & structured way and that visits to customers are consistently documented by means of service reports.
+ Ensures that expense reports are submitted in a timely manner with full and accurate supporting paperwork.
+ Instigates, justifies and monitors movement of spare parts inventory and participates in stock takes when required.
+ Participates and renders team assistance in ad hoc activities as and when required. Such activities are generally nonspecific to the function but are part of the teamwork ethic expected of colleagues with the objective of fostering camaraderie.
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here.