Our client is a leading global provider of Airport Ground Support Equipment (GSE). They are looking to hire a Field Service Engineer to join their team in Singapore.
This role reports to the Customer Care Manager (based in Singapore).
Essential Duties and Responsibilities
- Travel to customer site to complete a variety of assignments, including but not limited to, commissioning of new equipment, providing warranty troubleshooting and repair support, training customers on operation and/or maintenance of the products, and execution of paid service work to repair or upgrade a customer’s unit in the field.
- Provides and maintains expert-level technical skill on all equipment. Have a good technical/business understanding of the complete product range of the Company equipment. Supervise, manage, and provide technical assistance in equipment troubleshooting and diagnostic support to applicable parties (subcontractors, customers, etc.)
- Development of Product Services sales opportunities at customer site or during communications. Explore customer requirements to promote parts kits, training, repairs, unit inspections, and equipment refurbishment and maintenance (ProCare). In addition, seek out, identify, and effectively communicate information regarding competitive products and services.
- Attend meetings as Company representative to address technical issues, progress schedules and site related issues within the scope of work.
- Identify and track parts required for installation or warranty, coordinate on site activities, communicate technical support and follow up with customers to ensure satisfaction.
- Support the Account Manager with new equipment sales opportunities. Work collaboratively with the Sales team to provide useful resources and specific information on competitors’ equipment in supporting the sales effort.
- Provide customers with estimations on repairs, training, or customer care solutions. Understand and manage field installation budget, on assigned projects, while utilizing cost effective measures to manage daily project activities and to resolve outstanding issues.
- Timely and thorough completion of job documentation. This includes, but is not limited to, service order trip reports, product registration forms, equipment checklists, unit defects identification, credit card expense reconciliation, e-mail communications to internal or external customers, and customer feedback surveys.
- Development and documentation of service-related processes, including but not limited to product repair procedures, work aid documents, departmental procedures, and customer communication forms.
- Work collaboratively with the team of Field Service Engineers to share knowledge and resolve problems.
- Provide liaison support of the regional service offices, including communication with engineering, vendors, and/or other field service representatives to resolve customer issues in a timely manner.
- Ability to speak to all levels of management in relation to customer needs.
- Ability to work with manufacturing on how to better processes for equipment as it arrives to customer locations, i.e., quality improvements.
- Participate and contribute to successful Ad Hoc project management, training program development, instructional development and generic problem analysis on an as-required basis.
- Follow all Company policies and procedures including, but not limited to, the travel policy, car rental policy, substance abuse policy, ISO procedures, expense policy, company cell phone and laptop computer utilization.
- Develop win-win results for the Company and the customer in each situation.
- Relies on experience, judgment, and advanced skills to plan and accomplish assigned goals and objectives.
- Conduct all work in a professional and safe manner with maintaining the sense of urgency that our customers expect.
- Maintain the highest ethical standards, open and honest communication, work with integrity and treat everyone with respect.
- Representative will complete all necessary job preparations for upcoming work accordingly.
- Other projects and responsibilities may be added at the company’s discretion.
Education and Experience:
- Minimum 10 years of technical experience in the GSE industry or similar.
- Associate or bachelor’s degree in a mechanical field or business education is a plus.
- Possess a valid driver's license.
Training Requirements (licenses, programs, or certificates):
- Participation in selected technical and management training programs developed within and identified by the company.
- On-the-job training and working/traveling for development of new hire Field Service Engineer.
Specialized Knowledge, Equipment, and Applications:
- Must have excellent interpersonal and oral/written communication skill.
- Lean / Relentless Continuous Improvement
- Knowledge of industry trends and process improvements with the ability to cost effectively implement while improving performance.
- Strong PC skills in MS Office environment.
- Must have ability to understand complex and technical situations.
Other information:
Work Environment - General office environment with exposure to warehouse environment. Exposure to airport ramp environment.
Travel - To achieve results this person must be willing to travel to customer locations up to 50%-75% of their time, mainly in Asia Pacific, with some other international travel as required.
Physical Demands - Frequent standing and walking. Constantly hearing, seeing, and talking. Able to operate the Company GSE products.
Supervisor Responsibilities – Position will liaise with and influence multiple internal departments from a technical standpoint on all Company products.
Relationship Responsibilities - This person must develop strong intra-departmental relationships and creditability. Must have the ability to develop customer relationships and reinforced by strategic visits. This person will be the customer’s advocate within the company in terms of adding value to the relationship.
Safety - Maintain proper housekeeping and safety standards by promoting proper use of protective equipment, safe operation of all machinery, tools, and equipment as well ensuring they and their teammates are always following safety rules.
