Section 1: PURPOSE OF THE JOB

(Briefly summarize in 1 or 2 sentences what the position is designed to accomplish)

The CRM Service Engineer will perform servicing activities on CRM Merlin Programmer devices of the company in the Service Center based in Shanghai.The tasks include investigating, testing, trouble shooting and replacing components and parts of the company’s devices according to the applicable quality standards and per business unit Standard operating procedures.Other tasks required: Complaint Management, stock levels checks. He/She is responsible for implementing processes and production lines in alignment with the Business Unit.

Section 2: ROLES & RESPONSIBILITIES

(Make a list using action words to describe the roles and indicate the level of decision making)

Investigate, perform trouble shooting, replace components, perform tests, of the company’s Merlin programmers.Ensure high quality output and ensure applicable requirements are met by following clear guidelines and procedures.Writing detailed reports in English on investigations and other serviceUnder limited supervision of the Service Center Manager:Execute daily assigned tasks from the servicing job listWrite reports in parallel with servicing tasksTake initiative to improve work procedures and processes.Perform relatively complex assignments and solve problems that may have a variety of solutionsAdapt work methods to different situations and resolve unusual, non-standard problems by following the scope of the set standard operating procedures.Review work of other employees for quality and contentReporting to the service center manager about the periodic performancesHe/She is the contact person on technical and operational level for CRM service in houseHe/She supports company initiatives as identified by the managementHe/She supports spare parts orders, forecast and consumption registrationSupervision/performing of the calibration on the testing equipment. Ensure to work always with test equipment in calibration (activity in cooperation with Admin)Make sure that the capital equipment orders are leaving the building with the proper test and documentsCheck and identification of urgencies, failure trends, associated root causes and report to the service center managerSupervision of the Complaint Management (EPIQ or other platforms) in alignment with the global procedures and PPG groupSupporting the LEAN projects and methodologies for continuous process improvementWorking in conjunction with the BU for the planning and execution of system upgrades, software releases, field corrective actions, field support and other planned service eventsPerforms other related duties and responsibilities, on occasion, as assigned

Responsibilities for all functions:

This job description is intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities.

When tasks and responsibilities are assigned outside the scope of normal duties, the employee must understand the level of decision making for which he/she is responsible and if in doubt clarify this with his/her supervisor.

Section 3: EDUCATION & COMPETENCIES

Experience & Competencies:Experience in repairing electronic equipment and/or has high interests in servicing medical electronic equipment. Ideally experience with complex electro-mechanical medical devicesAttention to detail, ability to work under limited supervisionAbility to handle multiple assignments in a timely manner meeting assigned deadlinesFollow up on standard operating procedures and ability to accurately write in EnglishWillingness to learn from more experienced people and flexible in adapting to easier and better working methodsEnsure a focus on accuracy and consistency in the execution of the work to obtain high qualityPositive attitude, team player and motivatorQuality mindset with dedication on compliance to set proceduresProcess-minded and analytical personAbility to be flexible and responding objectivelyKnowledge & qualifications:Bachelor’s/master’s degree Electrical Engineering or equivalent by experience or specialized trainingFluent in EnglishGood skills in writing technical reports in EnglishComputer knowledge: Excel, Word, Outlook