No End to Service

Mr. Li is now celebrating his 8^th year working at Dymind Biotechnology Co., Ltd. since the campus job fair in 2015. Growing from an ignorant young man who first stepped into society, to an after-sales service engineer, and then to Deputy Director of the Global After-sales Service Center, Li has added more experience and wisdom to himself.

“My father was worried that I had fallen into a pyramid scheme”

Near graduation, with three offers in hand, Li decided to join a company specialized in automation in Zhuhai and to devote himself to R&D, planning his life blueprint.

He said, “Suddenly one day, my teacher recommended that I should attend another company’s job fair organized by a senior.” Then, just by coincidence to support the senior at the job fair, Li passed three rounds of interviews with Dymind at Guilin University of Electronic Technology. Holding the idea that “I would like to visit Shenzhen,” he gave up his plan to work in Zhuhai and signed a tripartite agreement with Dymind. It was not until he sat at the campus recruitment dinner table that he learned that the interviewer who had commented that he “received quite a few scholarships” in the 3^rd round of the interview is the CEO of Dymind.

In March 2015, Li arrived in Shenzhen alone for internship, and when he saw the SiBiono Building, which was only half built then, and Dymind, which only had 23 people, he did feel a sense of loss. During the 1-month internship period, he followed Director Zheng to familiarize himself with the company, and worked with the R&D department to debug the machines and perform work in the field of optics, which confirmed to him that the company was indeed “small”, but “caring”.

After the torture of his graduation project, Li officially joined the company as an after-sales service engineer. Unexpectedly, on the second day on his job, as a newcomer, he received a maintenance task and rushed to Maoming with his tools and spare parts. “Upon arrival at the scene, I was confused, and even I couldn’t remember how to disassemble the machine for a while. Fortunately, I had been around the machine during the 1-month internship period, and Mr. Liu answered my call for help in the middle. Thus, it took me a whole day to finally get the machine fixed.”

The first on-site repair, out of expectation, but in good fortune, gave Li an initial understanding of what service engineers face. Since then, he had frequently accessed the R&D center, and followed Mr. Liu, Mr. Hu and Mr. Gan in learning the skills in construction, layout and key modules, disassembling and assembling the machine over and over again.

At that time, the first hematology analyzer developed independently by Dymind was launched. In August, September and October, with the products to be installed in Hainan, Shandong, Jiangsu, Guizhou, Hubei and other places, Li started his flight across the country.

“At that time, I didn’t know that I could raise a loan, and after I paid the rent, I ran out of money. I even borrowed money from my father to pay for my flight and accommodation, leading my family to almost suspect that I had fallen into a pyramid scheme.” At that time, the only two service engineers usually had a short stay in Shenzhen and had to depart immediately for the installation destination. In September, Dymind moved from SiBiono to Xili, and Li only had time to pack up his belongs and “move” with the company before rushing to Enshi for the first installation of Dymind equipment there. In December, Li returned from the installation task in Hainan to Shenzhen to pack up some parts, and what was waiting for him was the first Dymind equipment to be installed in Northeast China and the cold weather that a person from Guangxi could not predict. He set out in an autumn outfit and eventually bought his first down jacket in Daqing.

“We started exploring ways to develop the services of Dymind”

With the arrival of colleagues such as Li Daiwei, Sun Fei and Guo Wei, the after-sales service team of Dymind took shape in 2016. As Dymind started the installation service across the country, the service engineers, including Mr. Li, also started the installation journey around the clock. Setting out from Shenzhen to Hainan, and then from Guizhou to Shandong, they often went to four cities in a day. Also in 2016, the Technical Support Department was established, and the after-sales staff of Dymind started exploring ways to develop the services of Dymind.

“We completed a large number of installations, repairs and return visits, and with an increasing number of Dymind machines used in the country, we started more service practices. In 2017, Mr. Wu began to lead us in making our service planning, hoping to build the core competitiveness of Dymind with after-sales service.”

As the then head of the Technical Support Department, Mr. Li was considered a “think tank” for the after-sales staff. In place of “Mr. Li”, colleagues started to address Mr. Li “Bro Qiang”, which, in addition to the age factor, proved further recognition of Bro Qiang’s strength in after-sales. While supporting his colleagues, Bro Qiang remained focused on the frequency of front-line field maintenance, maintaining familiarity with the front line and communication with office seniors, and keeping abreast of more equipment from peers. “Sometimes, after finishing the maintenance of our equipment, if I saw a machine of our business competitor under repair, I would also go to help. Ha-ha.”

Now, the global after-sales service center has grown from the initial “tiny team of four” to a large one of more than 100. Colleagues from the Service Management Department, Domestic and International After-Sales Service Department, International OEM Customer Service Department, Global Technical Support Department and Spare Parts Management Department all represent the “good image” of Dymind to our customers.

“Customers determine the service reputation”

On November 3, 2021, upon the request of the R&D department, Li rushed to a hospital in Guangzhou that afternoon to handle an equipment failure. He solved the problem efficiently, once again proving his extraordinary professional level with strength and earning the respect from customers and brother units. From 2018 to 2020, the satisfaction of Dymind’s after-sales services increased from 79% to 80%, then to 85%, and Dymind’s after-sales service team stayed true to the original aspiration of “building the core competitiveness of Dymind with after-sales services”. In addition to Mr. Li, more excellent after-sales people have emerged, practicing the service concept of Dymind’s after-sales service team in a steadfast, enthusiastic and responsible style.

“As after-sales service staff, we are subconsciously customer-focused. No matter which company’s engineers are asked if their service is excellent or not, I believe that they will answer that it is up to the customers. For services, there is neither a standard nor an end point. Our sole pursuit is to move forward and meet customer requirements with a customer-focused approach.”

This year, at the age of 32, he was promoted to Deputy Director of the Global After-sales Service Center. Despite heavier burden on his shoulders, his footsteps become lighter, for he knows that the after-sales service staff of Dymind and even all Dymind people stand behind him unswervingly.