• Provide installations, training, upgrading, troubleshooting, maintenance, and repairs.
• Provide multi-level support: compile documentation and conduct complex troubleshooting.
• Analyze and critically evaluate customer data to determine instrument health,
• proper experiment setup and provide guidance to customers on these issues.
• Document service activities: keep thorough records of service work.
• Establish technical support center, demo unit inventory and spare parts management.
• Support customer demonstrations and pre-sales support activities as needed.
• Pre-sales activities for service plans, training, and spare parts.
• Work closely with team members to solve problems effectively.
• Share experience and best practices of services & applications.
• Communicate competitive information and additional sales opportunities.
• Ensure customer issues are accurately and timely communicated to the required parties, solutions developed and solved.
• Manage key accounts and ensure customer satisfaction: develop strategies for important customers and build strong relationships.
• Ensure customer satisfaction in all aspects of services provided.
• Demonstrate strong leadership skills, including the ability to mentor junior engineers and guide cross-functional teams toward achieving project goals.

• Master's degree or above in optical engineering, instrumentation engineering, analytical chemistry or equivalent required.
• Minimum of 5 years of experience with analytical instrumentation; preference for candidates with 5 years of field service experience in installation, servicing, and sales.
• Ability to diagnose and resolve issues with complex electronic, mechanical, and optical instrumentation in scientific laboratory settings.
• Managing multiple service projects simultaneously and ensuring seamless communication between clients, engineers, and management.
• Strong customer focus with a proven ability to build and maintain long-term relationships.
• Excellent problem-solving, analytical, and organizational skills.
• Versatility, flexibility, and willingness to work within constantly changing priorities with enthusiasm.
• Ability to work independently, make decisions, and execute action plans.
• Excellent interpersonal and listening skills.
• Excellent English and Chinese language skills (both verbal and written).
• Willingness to travel approximately 60% of the time throughout Greater China.