• Performing entry-level field service tasks, identifying technical issues, and performing analysis through remote or on-site activity in service categories and products. • Reviewing material lists needed for service activity and ensuring that all materials, parts, and equipment are available and of appropriate quality for service activities. • Executing work on a first-time right approach with customers and ensuring the job is done on time and as per quality standards. • Contributing to customer satisfaction by executing service work as per customer order and expectations, and making recommendations to avoid such issues in the future. • Troubleshooting simple equipment failures and making recommendations to avoid such issues in the future. • Ability to communicate with customers (external/internal) in high pressure situations/ maintain strong customer relationships.

• Responsible for identifying and resolving complex issues reported by users, system requests and handle high priority tickets. • Maintain user and system up-time through effective remote problem solving. • Deliver support for reported problems with desktop computers, laptops, peripherals and mobile devices. • Configure hardware/software to customer specifications. • Evaluate new product versions and recommend upgrade schedules. • Set up and troubleshoot domains, user accounts and software accounts.

• Perform installation, maintenance, repair, and troubleshooting of Molecular Devices instruments and automation systems • Deliver high-quality, customer-focused service by following standard processes and service planning tools to minimize response time and equipment downtime • Ensure compliance with standard service procedures by accurately managing and submitting service reports, expense reports, and spare parts records • Collaborate with Technical Support, Product Support, Sales, Application Scientists, and channel partners to drive product improvement, successful demonstrations, and service revenue growth • Build strong relationships with customers and partners in Hong Kong and Macau, promote service offerings (Service Plans, Compliance, and Time-and-Materials), and support business expansion through frequent travel (approximately 25–50%)

• Work independently, handle troubleshooting, installation, preventative maintenance, and service repair needs of Beckman Coulter equipment • Maintain accurate customer service logs and internal service records • Utilize business systems such as OBI, Salesforce, and SharePoint for Service Call Planning