Regional Engineer
Job Summary
- Supporting regional post-sales engineers on escalations, QA related matters and post-sales activities.
- Providing training to regional engineers to better support market requirements and after-sales support.
- Driving initiatives in improving after-sales support to the market.
Responsibilities
Technical Support
- Window point for all the technical escalation from the region.
- Troubleshoot, diagnose and escalate problems/issue via research, testing (on-site/off-site), simulation or working with Japan HQ or relevant department.
- Visit customer locations for evaluation of the situation and perform any escalated repairs, when needed.
- Support workshop/event/seminar as technical support/advisor.
Technical Training
- Plan, coordinate, and conduct product training/workshop to internal and external stakeholders.
- Develop, maintain, conduct, and improve on the training syllabus and materials for offline and online training purposes.
- Work closely with the region’s CS team in ensuring training escalation is planned and executed on-time and effective.
Product QA
- Interact with regional headquarter, sales team and sales companies for any specific product rework and market recovery plan.
- Work with relevant stakeholders on market communication materials (press release/ website etc.), if required.
New Product
- Align with internal stakeholder on support and warranty structure.
- Evaluate the new products (hardware/software) to understand the specs and key features for proactive support.
- Upload and ensure updated drivers, manuals and other support materials to the company website.
Product Performance Reports
- Prepare regular and special reports for the assigned products.
- Feedback to parts planning on the failure trend and abnormal cases to assist the parts stocking.
Service KPIs
- Implement improvement of service/ repair workflow to achieve service deliverable targets (eg. TAT).
Job Requirements
Job / Skills Competencies
- Engineering/electrical background for break-and-fix
- TCP/IP Networking knowledge
- Good communication skills / customer service oriented
- Time conscious /self-disciplined
Critical Work Experience
- At least 2 years of professional experience in technical support role.
- Service engineer experience in display industry will be an added advantage.
Qualifications
- Minimum Certificate/Diploma in IT/Electronics/Electrical or equivalent.
- CTS certification or relevant study is an added advantage.
