Job Overview:
Provides contractual service and assists customers with problem solving support regarding the Company’s products / applications / solutions. Experience and knowledge in, but not limited to Company products. Provide on-site field service and/or 24-hour over-the-phone or on-site assistance. Conduct site surveys, product / application / system audits, and assist Key Accounts Managers and sales representatives prepare new business proposals. Ensure implementation of the Six Service Standards at all client sites.
Job Responsibilities:
- Support district sales personnel in the handling of Company program service calls on existing products and services and assist in the correction problems as appropriate.
- Participate in design reviews, new application start-ups, and evaluations.
- Assist in critiquing products for serviceability, performance and reliability.
- Inter-act with appropriate company resources and work as a team.
- Ability to assess on-site field problems and operate required testing equipment to return systems to customer conformance.
- Coordinate and manage replacement parts programs with the individual manufacturing plants to ensure the availability of components as needed.
- · Assist in the preparation of reports detailing technical problems and solutions to initiate necessary corrective product modifications and/or recommended process changes.
- Document value provided to the customer whenever possible.
- Assist in the development of troubleshooting service guides and bulletins on existing products.
- Assume lead role of maintaining troubleshooting guides/bulletins and distribution to departments when required.
- Qualify, coordinate and monitor outside subcontractor network as required to ensure repair timelines are maintained, and customer satisfaction is maintained.
- Work with other district personnel toward continuous improvement of policies and procedures resulting in increased customer satisfaction.
- Provide installation resource services on a project request basis necessary to satisfy the needs of the customer. Services may include (but not limited to) field surveys, installation checklists, roll-out support services, etc.
- Provide training to the first-line Account Managers on Company offerings and the resources available to them to assist in answering customer questions.
- Seek to keep abreast of the latest industry advances through continuous education.
Requirements:
- Technical Degree or equivalent education with industry experience is preferred.
- Must have knowledge of and experience in materials, scheduling, inventory, manufacturing and installation processes.
- Comfortable to support customers in the petrochemical industry.
- Excellent organizational, interpersonal, verbal and written communication skills are essential.
- Ability to manage multiple projects simultaneously and maintain project schedule timelines.
- Able to write and maintain clear, concise reports utilizing a standard laptop computer.
- Someone who can think logically and interject common sense and is prepared to make decisions.
- A self-motivated, goal oriented, as well as a team player.
- Required to travel to Jurong Island. Company car is provided. Class 3 driving license is a must.
