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Technical Support Specialist - Shanghai

Ref: 274 Date Posted: Sunday 10 Jun 2018
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Job: Technical Support Specialist
Location: Peak Scientific China, Shanghai, East China
Job type: Full Time
THE COMPANY: Peak Scientific Instruments are a multi award winning company, who specialises in the manufacturing of laboratory gas generators for the life science and biomedical market, with our head office based in our modern facility in Scotland.
We have been developing award-winning gas generation products since 1997 and now employ 450 people globally in 20 international offices, with a turnover of £55M. Over the last five years the company has enjoyed impressive annual growth between 25 and 30%, overall and 60% growth across the service division, selling 90% of our gas generator products overseas to over 126 countries. Individuals who fit our culture and values will have a high degree of professionalism but appreciate our non- corporate feel in a fun atmosphere.
With this continuing success and growth we are looking for an Technical Specialist to support our China field service operations.
Peak China is a key market for Peak Scientific both in terms of growth and its significant contribution to the £55 million annual turnover of the business. Since opening a dedicated office for China in Shanghai in 2012 with only a handful of employees, Peak has and continues to invest heavily in China, moving to a new state of the art facility in 2015 with over 30 office-based staff and over 30 Field Service and Sales employees covering the major regions of China including the key cities of Beijing, Guangzhou and Chengdu.
Peak China’s excellent performance was recently recognised for the “Best New Exporter to China” awarded by the British Business Awards in 2016 hosted by British Chamber of Commerce.
THE ROLE: Reporting to the Technical manager, this role will be based in Shanghai and involve extensive travel within China. Your main job functions will include:
  • Working with Technical Manager to ensure all commercially sensitive escalations are presented in a timely fashion
  • Be the first point of contact for technical escalations providing support externally for customers and internally for office and field service personnel
  • Tracking generator model and part failure trends across China region reporting MTBF
  • Providing a first class level of service to all customers across all geographical areas of responsibility. Continuously improve the levels of service, and produce procedures for installations, service jobs and other work making sure every job is left tidy and complete
  • Providing remote and onsite technical support to Field Service Engineering team. Upgrading the Field Service Engineering Team’s skills to be able to understand the complete solution, compressors, tubing and generator
  • Providing remote and onsite technical support to key OEM customers for business critical matters
  • Forming and maintaining collaborative relationships with OEM technical personnel throughout China region.
THE CANDIDATE: You will have the following skills sets and experience:
  • Self-motivated and the ability to work with minimal supervision
  • Language skills in English essential
  • Good ability to manage and execute multi-tasks
  • Good ability to manage customer expectations
  • Knowledge of electronics and mechanical systems
  • Good practical skills and a methodical approach to resolving problems
  • Ability to work under pressure against tight deadlines
  • Good communication and interpersonal skills
  • Good understanding of Health and Safety as it impacts the position
We recruit individuals who fit our culture and values. The atmosphere is fun, friendly but with a high degree of professionalism and a non- corporate feel.  We respect our colleagues, customers and suppliers and we offer freedom to act, to challenge the status quo but to also take responsibility.
If this describes you and you can see yourself playing a role at the core of our organisation and our expanding technology manufacturing business, there’s a great career pathway awaiting you.  If you have what it takes to be part of Peak, make the move today and click APPLY!
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