Job description
This position is responsible for providing onsite service and support to customers. Acts as mobile field service engineer on assigned service to resolve customer affecting technical issues in a timely with short notice in order to maintain maximum customer satisfaction. This position serves as a senior technical resource assisting both end users and less experienced support analysts in effectively identifying issue and using effective troubleshooting techniques to resolve end user technical issues.
- Responsible to provide the company’s pre and after-sales technical and service supports, technical advices for required solutions.
- Assist in product roll-out and startup, maintain current equipment and resolve faults as required
- To provide technical training when necessary and delivery local seminars
- To manage additional assignments or projects as required by the company
- Work closely with the Sales and Project teams
- To support the team to answer request for proposal
- To produce engineering, layout drawings to Sales and Project team; create & issue BOM to Sales Department
- To provide technical support & solutions to customers and partners
- To resolve customer’s applications via technical expertise
- To obtain customer’s satisfaction Project support in Pre-sales stage
- To illustrate proposal diagram and presentation for value proposition
- To support Product Testing with Sales team
- To support product problem analysis and solving
- To support customer’s installation/configuration
- To provide Internal/External product & technical training
- Ability to listen and analyze customer needs
- Ability to complete multiple tasks with minimal direction.
- Technology Training for Installation/Configuration Training for Industrial Applications
- To plan and servicing in advance
- Keep an inventory of equipment spare parts
- Ability to travel up to 75% of the time.
Minimum Qualifications (Education, Experience, Skills and Abilities):
- Degree, Diploma in Mechanical or equivalent work experience
- 3 to 5 years of experience performing Senior Technical Support role in a large enterprise environment
- Exceptional customer service skills with expertise in troubleshooting, diagnosing and solving Dosing Pumps related problems.
- Ability to work professionally with all levels of client organizations staff.
- Wide degree of creativity, leadership, and latitude is expected.
- Self-directed, able to prioritize and effectively handle multiple service requests at a time under high pressure and challenging situations.
- Excellent organizational, time management, written and verbal communication skills
- Update professional reports to customers
