{"id":2232870,"url":"https://alion.io/job/epredia-call-center-engineer","title":"Call Center Engineer","company":{"id":2520950,"name":"Epredia","domain":"epredia.com","url":"https://alion.io/company/epredia","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Shanghai, China"],"countries":["CN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16000,"max_usd":39000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":4533},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-09-29T00:00:00Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-12T22:40:22Z","board_verified":true,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":14},"description":"Make a Meaningful Impact\nReady to join a team where your work makes a daily difference in healthcare?\nEpredia is a global leader in precision cancer diagnostics solutions. In fact, every second, our products are used 48 times in labs and medical facilities around the world.\nWe are a proud member of PHC Group, a global collection of companies committed to delivering precision technology for the future of healthcare, from specialized medical equipment to health IT systems to research tools.\nJob Title: Call Center Engineer\nWho You Are\nYou have energy and drive in abundance, a passion for serving our customers and possess a growth mindset and love of continuous learning, with an appreciation for diverse perspectives and helping others win.\nPosition Overview\nOur values reinforce our culture of collaboration, growth mindset, and how we serve our customers.\nReporting to the China Service Team Lead, the role directly optimizes regional after-sales operational efficiency, standardizes service workflows, ensures accurate service data output, and elevates overall customer after-sales experience, supporting the stable growth of the local medical device service business.\nLocation:上海市浦东新区华东路5001号T6-7\nWhat You Will Do\nThis multi-functional service operation role drives the full-cycle standardization and efficiency of China regional after-sales service operations, covering customer hotline support, spare parts & inventory management, system and master data governance, data reporting, and cross-team business collaboration, delivering reliable operational support for the company’s IVD and medical equipment after-sales business.\nDeliver full-cycle customer service support: Respond to 400 hotline, WeChat and mailbox service and sales tickets covering pre-sales consultation and after-sales technical requests. Manage end-to-end work order creation, dispatch, tracking and aging monitoring, coordinate cross-team resources to resolve abnormal and overdue cases, and ensure high-quality and timely customer service delivery.\nManage spare parts and inventory operations: Verify field engineer spare part demands, match inventory and audit order compliance. Conduct regular consignment inventory cycle counting, track defective parts RMA return processes, and follow up with the factory to complete warranty claim procedures.\nAdminister service system and master data: Act as the onsite ServiceMax administrator to update platform notices, compile training materials and provide operational guidance for FSEs. Maintain accurate and complete customer master data, install base records and service contract information to ensure standardized data governance.\nAnalyze service data and deliver reports: Consolidate regional after-sales service data, conduct data statistics and pivot table analysis via Excel, and prepare regular KPI reports to support team performance evaluation and business process optimization.\nOversee demo equipment and cross-functional collaboration: Manage the full lifecycle of demo equipment including application, dispatch, return, logistics arrangement and regular inventory counting. Support cross-department demands including quality complaint handling and marketing data inquiries, and drive service improvement based on customer satisfaction feedback.\nQualifications & Basic Requirements\nHold a College degree or above; majored in Electronic Engineering, Biomedical Engineering, Mechatronics, Customer Service or related disciplines.\nPossess a minimum of 1 year of formal working experience in technical support or call center operation roles.\nOwn basic theoretical and practical understanding of electromechanical structures and laboratory/medical equipment operating principles.\nHave hands-on operational experience with ERP, CRM or work order management systems; proficient in Microsoft Excel for data statistics, pivot table analysis and business report development.\nBe familiar with standard after-sales operation workflows, including spare parts ordering, inventory management, RGA/RMA return processes, and demo equipment administration.\nReady to Make an Impact?\nIf this opportunity aligns with your skills and career goals, we'd love to hear from you. Apply today and take the next step in your career with us.\nBuilding an Inclusive Culture\nWe are a company that brings the best people together and leverages their varying backgrounds, ideas, and points of view to invent on behalf of all customers. We are committed to equal employment opportunity for all individuals, without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability, medical condition, veteran status, marital status, pregnancy, sexual orientation, gender identity, genetic information, or any other protected classes which may exist under applicable federal, state, or local law.","description_format":"text","description_chars":4835,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Biotechnology","Health Care","Medical Imaging Systems"],"lifecycle":[{"event":"open","at":"2026-10-10T22:18:35Z"}],"visa":[],"liveness":{"score":73,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.81,"p_room":0.9,"age_days":14,"expected_fill_days":23,"reasons":["conf:7","win:mid","comp:junior"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/epredia-call-center-engineer","json_url":"https://alion.io/job/epredia-call-center-engineer.json","meta":{"generated_at":"2026-10-13T11:05:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17057,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2520950},"rest":"https://alion.io/mcp/rest/get_company?id=2520950"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fepredia-call-center-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fepredia-call-center-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fepredia-call-center-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/epredia-call-center-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fepredia-call-center-engineer"}]}