Field Service Engineer
Esko
Singapore, Singapore
5d ago

Main role / Job Objective :

The Main Role is to provide post-sales hardware maintenance support to SEA customers

Main responsibilities and key activities :

  • Trouble-shooting, pre-installation, installation & commissioning of systems.
  • Liaison with customers & other team members to ensure that system delivery is properly scheduled, and customer sites adequately prepared for planned installations.
  • Provides telephone / remote support to customers and attends to service calls. Diagnoses all aspects of technical faults reported by customers in a systematic process and ascertains probable / possible causes before actual despatch to site.
  • Must be properly equipped with the proper tools and where possible, the appropriate spare parts before going to site.

  • Conducts regular maintenance services for customers under preventive maintenance programme.
  • Plays a pro-active role in encouraging customers to sign maintenance contracts, by having a good understanding and knowledge of our customer care programme.
  • Provides pre- & post-technical support during road shows, trade-exhibitions and demonstrations. Works closely with other team members in ensuring that systems are up and running before and during such events.
  • Takes responsibility for proper post shutdown and dismantlement as well.

  • Participates in on-the-job training sessions as well as in occasional overseas training.
  • Takes a pro-active approach in identifying and preventing potential problems.
  • Seeks help from internal / external / alternative sources such as competence centers, colleagues, third-party companies, etc.
  • Ensures all customer calls are properly logged and recorded in the internal systems.
  • Administrative responsibility to ensure that all chargeable activities are invoiced in a timely & structured way and that visits to customers are documented by means of service reports.
  • Ensure that expense reports are submitted in a timely fashion.
  • Monitors and justifies movement of spares inventory and participate in stock takes.
  • Qualifications and professional knowledge :

  • A university degree or equivalent technical qualifications in Electrical & Electronics Engineering with 5 7 years’ post-sale hardware servicing & systems experience, preferably in the packaging or printing industry
  • Strong troubleshooting & diagnostic capabilities with good application knowledge of various operating & networking system.
  • Experience with machinery involving lasers or optics will be highly advantageous. Alternatively, those with experience handling wide format digital printing equipment.
  • Self-motivated with pro-active and non-procrastinating approach to problem analysis and problem solving.
  • Applicants should be Singapore citizens / PR with good communications skills in both English and local business language
  • Competencies (personal qualifications) :

  • Excellent customer service skills with the ability to build proactive relationships at all levels
  • Have strong leadership skills but be able to work as part of a team
  • Highly motivated
  • Chinese / Malay

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