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
Chinese / Malay