Service Technician in Nationwide China at X-Rite, Incorporated

Date Posted: 2/2/2018

Job Snapshot

Job Description

Job ID: X-R000827

About Us


X-Rite is the global leader in color science and technology. The company, which now includes color industry leader Pantone, Inc., develops, manufactures, markets and supports innovative color solutions through measurement systems, software, color standards and services. X-Rite’s expertise in inspiring, selecting, measuring, formulating, communicating and matching color helps users get color right the first time and every time, which translates to better quality and reduced costs. X-Rite serves a range of industries, including printing, packaging, photography, graphic design, video, automotive, paints, plastics, textiles, dental and medical. X-rite is a Danaher Corporation operating company and part of its Product Identification (PID) Platform.


I. Purpose of Position

Respond to high level, internal and external customer questions regarding the operation, repair, or reconditioning of products to ensure that customer needs are satisfied in a timely manner through effective communication, support, and service without customer complain. Provide technical training of other personnel as required.

II. Key Responsibilities

1.    Diagnose, repair, calibrate, or recondition products and/or subassemblies to current standards by cleaning, repairing or replacing components, and performing all required instrument tests. Manage pending repair queue and priority interrupts, as necessary, to maintain timely return of product to customer.

2.    After training and 3 month support be thoroughly familiar with full operation and diagnosis of all major instrument models.

3.    Complete required written and electronic documentation and reports. Maintain all pertinent service and other related technical information as required.

4.    Act as high-level technical resource for external and internal customers by providing information regarding the operation, calibration, and use of products via telephone, fax, and e-mail. For unusual customer problems, develop and implement action plan and inform supervisor and/or the service department in Shanghai or other locations.

5.    Must be familiar with, and properly apply, appropriate billing and warranty policies when assessing service requests. Communicates with customers for approval of additional billable work and/or resolution of warranty issues.

6.    Maintain a high quality of workmanship used in the repair process.  Perform critical regular inspections of own work and materials. Notify the Kentwood service department of all quality problems.

7.    Must be familiar with all related assembly specifications, blueprints, ECO’s, electronic parts, part numbers and descriptions. Must be familiar with all test panels, fixtures, procedures, and specifications used in the final assembly process. Must be familiar with all revision levels and applicability to vintages of instruments being serviced.

8.    Responsible for service center front desk reception and general administration work

9.    Communicate quotations, pricing and service repair status information to customers.

10.   Collate all service repair invoices and liaise with finance Dept. to ensure invoicing and payments are made.

Job Requirements


Additional Job Requirements:

1.    Keep work area neat, clean, and well organized at all times. Accountable for all assigned tools and equipment. Report all tool breakage or problems to supervisor.

2.    Communicate and coordinate with supervisor or the Kentwood service department regarding product and/or customer issues.

3.    Develop corrective action plan and notify supervisor of process, print, or specification errors, and operational problems.

4.    Manage spare parts inventory to maintain an adequate supply for daily repairs. Notify supervisor of any parts or material shortages.

5.  Job functions include but are not limited to those listed.

III. Measures of Performance


1.      Response service request within 8 hours and provide the field service when needed.

2.      Improve the customer down time by max. 5 working days if the unit is in depot service repair.

3.      Every day repair units amount reach target in 2018

3.         Support department reach the goal of service revenue budget 2018 in each month.

4.  Parts management reaches the 2018 Goal, parts no lack and urgent order issue.

5.  Fixed units return in 3 months because repair quality, lower than 0.2%.

6.         Complains from customer site under 1% over the month versus customer repairs.


IV. Background and Skill

1.    University degree or Higher diploma in the technical field or apprenticeship in the technical area (four year equivalent), with at least four years’ experience. Experience in the troubleshooting and repair of digital, analog, and microprocessor based circuits preferred.

2.    English language skills.  Must be able to communicate effectively in English both in writing and orally.

3.    Proven interpersonal and organizational skills. Telephone skills required in both local language and English.

4.    Proficiency with computers, including data entry, spreadsheets, and word processing.

5.    Ability to read and understand assembly drawings and specifications. Requires a familiarity with and the ability to use common hand and power tools.

6.    Customer-focused and service-oriented.

V. Competency and Personal Trait Profile


1.    Team player with good communication and coordination skills

2.    Likes a challenge and strives to win in a competitive environment

3.    Capacity to work under pressure and to deadlines, results and solution-oriented.

4.    Quicker learner with flexible, adaptable and willing to take on a wide range of tasks.

Danaher Corporation Overview


Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including health care, environment and industrial. With more than 20 operating companies, Danaher’s globally diverse team of over 62,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $16.9B in revenue in 2016. We are ranked #133 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 2,000% over 20 years.

At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team


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