Job Purpose
As a Customer Support Engineer, you provide accurate and thorough world class technical support across the full range of Sonardyne’s products, deliver to all external customers both onshore and offshore in a safe manner at all times, whilst assist Company’s internal/external training, sales demo and commercial processes with product familiarisation to fellow Company colleagues, provide timely feedback on product performance and identify new sales opportunities, resulting in increased levels of business for Sonardyne and the highest levels of customer satisfaction.
Job Dimension and Scope
· Be proficient across the full range of Sonardyne products and systems.
· Geography coverage: Asia Pacific, Australia/New Zealand, and Middle East, and very often you are required to stand by and get ready to deploy at short notice and therefore a valid travel document must be held at all times
· Though as an individual contributor, you are expected as work as a team and contribute to department and company goals.
Primary Responsibilities:
Field Engineering Support
1. To install, commission, service and repair the full range of Sonardyne products on customer premises, rigs, vessels and dockyards worldwide, in accordance with Company Standard Operating Procedures (SOP’s).
2. To manage all customer relationships pro-actively, through detailed updates of work carried out, comprehensive customer familiarisation with product/equipment and timely escalation and detailed descriptions of product, system and customer problems routed through the Customer Service/Operations team, second line engineering technical specialist support or Management where appropriate.
3. To submit regular and comprehensive communications ie updates and documentation eg Visit Reports and raising Support Cases using the CRM system during, and on completion of, offshore and onshore assignments.
Customer Technical Support
1. To provide and deliver technical expertise in the form of support telephone calls and electronic system support direct to customers, or on-call support across the region territory in a responsive and accurate manner. Liaising with Sonardyne UK customer support team, and other international regional offices or UK engineering function technical resources, when necessary, to provide a first class technical support to customers.
2. To repair, service, testing and calibration full range of Sonardyne products and to evaluate, test, analyse and correct failures of incoming products in a workshop environment.
3. To carry out tests on, adjustment of and repair if necessary, PCBs, chassis and final assemblies of Sonardyne products as prioritised by customer demand in co-ordination with departmental supervision and sales administration.
Other Support
1. You are required to support in delivering customer trainings, sales & demo participating in exhibition marketing activities, assist Sales Team to achieve sales revenue outcome.
2. You are required to identify new sales opportunities and/or customer service initiatives to Customer’s Service/Operations team during scheduled visits or trouble-shooting activities.
Secondary Responsibilities:
Health & Safety Ambassador/First Aider
Be the nominated representation for IS09001:2018 and ISO45001 for Sonardyne Asia and to implement policies and processes as directed by Sonardyne UK.
Promote and support a safety-first culture for the office and ensuring strict compliance of Sonardyne Safety Management System and Customer HSE requirements.
Office Facilities and IT Support
Ensure security of the office building, facilities, IT equipment and they are in good order and liaising with sub-contractors/vendors and Headquarter’s IT Department
Strategic Goods Control Team Member
Understand the product export specifications and work with Sonardye UK engineering and ensure the right product classification under Singapore Strategic Goods Control framework.
Warehouse Management
Ensure efficient organisation, housekeeping, storage, and security of all stock
With the Repair coordinator review and ensure optimal stock level meeting customer’s repairs needs and approve stock replenishment.
Competencies/Knowledge/Experience
· Minimum HNC / HND / Diploma Electronics, or equivalent experience with Electrical / Electronic Engineering / Survey / Hydrography / Mechatronics.
· Medical clearance for offshore working and medical fit for offshore job
· Ability to work in confined spaces and on a sea-based operation without severe personal effects
· It would be an advantage to have some experience in offshore working eg confined spaces, inclement weather, sole operator, challenging customers, low housekeeping/cleanliness environments, varied cultural backgrounds etc
· Experience in installation, repair, service and commission of equipment interfacing with other products and systems
· Experience of fault diagnosis involving hardware and software
- Proven ability to write internal Company Visit Reports and bespoke ‘How to’ manuals for customer use on vessels, rigs etc
Personal Traits
· Excellent interpersonal communication skills with proven experience of dealing with customer support and sales challenges.
· Ability to work effectively with others
· Health & safety at work practices for workshop, warehouse, working offshore, and office facilities.
Meticulous and detail oriented.
