Essential Jobs Functions:
Basic:
- Perform under pressure condition.
- Delivery quality service to meet with internal KPI requirements
- Attend service calls to carry out instrument installation, corrective maintenance, preventative maintenance, modifications, upgrades, inspections, safety tests, check-ups, and various field service related activities
- Attend urgent service calls to maintain the operation of critical accounts during office and after office hours
- Work in rotating night shift and standby on weekends and public holidays
- Submit timely documentation of service activities and expenses
- Improve technical know-how and skill level in a proactive and continual way
- Support new and/or additional product lines to cope with the development of the company
Inventory Management:
- Manage on-hand inventories at a cost efficient level
- Monitor and track the on-hand inventory to achieve zero discrepancy
- Sell service contracts, parts and PM kits
- Fluent in the use of relevant technical equipment and tools with an inherent ability to learn new product services rapidly
Project and account management:
- Inform service admin of the daily service calls and task arrangements for effective manpower management
- Follow the quality and safety requirements while performing service tasks
- Work with coworkers as an efficient team
- Support other engineers in a proactive manner
- Handle escalated service calls and gather necessary resources and support to tackle it
- Provide service support to activities and events organized by inter-departmental parties
Customer Management:
- Provide excellent customer service, listening carefully to customer concerns and addressing issues until customer is satisfied
- Proactively interface via regular service review meetings with customers in the management of technical issues collaborating in planning, implementation of potential industry solutions
- Manage major/complex and strategic accounts as primary FSE
