The primary responsibility of this position is to provide technical support for issues escalated by in-country field service teams and to ensure timely solutions for customer and FSE inquiries. Additionally, the role involves providing on-site technical support within the EA region. This individual will be responsible for providing Level 2 support, remote guidance, developing and enhancing the technical expertise of field service engineers for our PQ equipment, supporting daily operations and service business needs.
He will take the lead, in collaboration with the factory R&D team, in building a competent field services team and improving the overall customer experience. The role also involves working closely with the East Asia Supply Chain team to develop a spare parts support model that aligns with our warranty obligations. Furthermore, the individual will assist countries in establishing CPS spare parts inventory, managing minimum/maximum levels, and ensuring adequate support through regional hubs or factories.
A. Leads the execution of escalation procedures through phone calls and emails, including after-hours support for escalations. Escalations primarily refer to post-sales technical support, covering UPS hardware, firmware, batteries, and other power-related equipment. All documentation is published on SharePoint, Eaton Technical Web, or via Service Bulletins.
B. Assists in providing information on 1 Phase and 3 Phase systems in the EA region by tracking reported cases, product issues, and resolutions, including unresolved issues.
C. Identifies opportunities to improve field procedures and provides feedback or corrections on relevant service manual content.
D. Supports all countries in the EA region by reviewing service procedures, including start-up/rework readiness, execution, and knowledge transfer for issues and resolutions encountered during a specified production period.
E. Serves as the point of escalation for 3 Phase Technical Support in the EA region, responding to emergency calls or emails.
F. Develops and coordinates site testing plans for escalated issues to determine root causes.
G. Participates in Load Loss problem escalations and technical conference calls, contributing to data analysis and action plan development.
H. Provides field services in EA countries approximately 20% of the time, supporting and mentoring Customer Service Engineers.
I. Acts as the technical lead during escalations of service calls both during business hours and on an on-call basis.
J. Takes on the role of “Standby On Call” during alert or pre-warning periods for immediate response to evening or weekend technical support escalations. This includes providing on-site field service support for critical installations in Singapore and ensuring fast recovery for key account customers facing complex issues.
K. Is committed and responsible for the Quality Management System (QMS):
a. Implementing the process approach and risk-based thinking.
b. Providing the necessary support to fully implement and sustain the QMS.
c. Communicating the importance of adhering to QMS requirements.
d. Ensuring the QMS meets its objectives.
e. Engaging, directing, and supporting individuals involved in the QMS.
f. Fostering a culture of continuous improvement.
Sucessful candidates:
- Associate’s Degree in a technical field from an accredited school and/or 2 years of equivalent experience in an equivalent technical field.
- Minimum 4 years of UPS Technical Service Experience (with good undertanding of IGBT, inverters, converters, drive etc)
- Able to do Root Cause Analysis(RCA) report and Incident report
