Hardware Service Manager

Department: Technical Service

Manager: Technical Service Manager, Korea

Establish a service plan for hardware products, help solve hardware-related problems of customers in Korea and other countries in Asia, and educate/manage 1st tier service engineers and 3rd party service vendors.

Essential Duties & Responsibilities:

(Additional duties may be assigned depending on experience)

  • Establish and execute a service plan of new and existing hardware products in Korea.
  • Establish a service plan of new and existing hardware products in Asia and support to activate.
  • Train and support 1st tier service engineers and 3rd party service providing vendors.
  • Support the installation and validation of the hardware products.
  • Research, diagnosis, troubleshoot and identify solutions to resolve hardware-related issues.
  • Develop SOPs to resolve the hardware related issues and communicate with stakeholders in timely manner.
  • Manage spare part assets in Korea.
  • Monitor service calls and turnaround time and contribute to improve the service quality.

Job Requirements/Qualifications:

  • Minimum Qualification: Bachelor’s degree or higher in engineering is preferred.
  • 7+ years related experience and/or training, or equivalent combination of education and experience.
  • In depth knowledge and hands-on experience on diagnostic/testing equipment
  • A relevant certificate or license is advantageous.
  • A valid driver's license and willingness to travel.
  • Excellent active listening and customer service skills.
  • Effective written and spoken interpersonal skills in English.
  • Self-motivated and willing to take challenges to new technology.
  • Good personality with creative, aggressive, hands-on working style.
  • Experience in many product presentations and complaint handling.
  • 1 proactive, organized, interpersonal, team-player who is a quick learner.

Language Skills:

Fluent in English.

Mathematical & Computer Skills:

Proficiency with Microsoft Office applications.

General Requirements:

  • Must be highly motivated, driven with excellent organization skills and the ability to work as part of a team, as well as on own initiative.

Neogen Corporation is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.