Job Responsibilities:
· Attend day to day technical calls received from customer. Calls are received over email/phone
· Provide preventive and corrective maintenance for our CI and DI systems
· Need to verify and approve warranty claims after checking on the entitlement
- Ensure that support delivered to warranty products, contracted products & new products.
· To provide direct service (troubleshooting, installation, servicing, maintenance) to direct customer
· Technician need to support thru email/phone and by going onsite wherever required
- Build up regional expertise in all technical aspects (Internally and Partners and Customers)
- Enhance communication between Partners and ENTRUST
- As a technical Backup for channel partners in the region
- Enforce Problem escalation process & Service Quality Audit exercise to enhance/ensure service quality.
- Service Business development to secure Entrust products’ customer base and long term revenues stream. Contract renewals, part sales etc
- Enhance parts and supplies sales by providing technical support and quality feedback.
· Involved with the Desktop and Central Issuance systems installation and support.
· Deploy and support ENTRUST software solutions for Desktop card printing machines / high end centralized card personalization systems.
· Continually liaise with all internal stakeholders on hardware /software projects.
· Assist resellers on software installation and support as and when required.
· Keep abreast of new ENTRUST hardware/Software solutions in order to provide support, installation and related services
· Maintain a high degree of customer satisfaction.
· May need to report to a customer site every day as the need arises.
· The job requires frequent travelling.
· Or in case of onsite , will need to report at customer site
· Maintain regional spare parts inventory status for all inventory locations.
§ Including regular inventory audits.
§ Physical count/identifying of spares.
Basic Qualifications
- Minimum of 4 years of experience in maintaining banking industry equipment’s with
- Diploma/Bachelor degree in Electrical/Electronics/Mechanical Engineering
- Minimum 3 years relevant working experiences (mechanical electronics). Prior experience as a Service Engineer/Field Service Technician preferred. Exposure to hardware maintenance of electro mechanical equipment’s like ATM’s , Card personalization machine , large Laser Printers
- WINDOWS 10/11 operating system knowledge, Networking basics
· Computer skills and experience preferred in the automation environment
· Strong analytical and problem solving skills
· Be willing to develop a high degree of product knowledge.
· Basic Software programming skills will be an added advantage
· Have the ability to work both independently on own initiative and as part of a team. Must exhibit a high degree of collaborative working.
Travel
- This position is expected to be onsite , travel may be around 30-40% of work time
- If consider for offsite, travel will be around 60-75% of time