Provides contractual service and assists customers with problem-solving support regarding the Company’s products, applications and solutions. Experience and knowledge in, but not limited to, Company products.
Provide on-site field service and/or 24-hour over-the-phone or on-site assistance. Conduct site surveys, product, application and system audits, and assist Key Account Managers and sales representatives in preparing new business proposals. Ensure implementation of the Six Service Standards at all client sites.
Job Responsibilities
Support district sales personnel in handling Company programme service calls for existing products and services, and assist in correcting problems as appropriate.
Participate in design reviews, new application start-ups and evaluations.
Assist in critiquing products for serviceability, performance and reliability.
Interact with appropriate Company resources and work as a team.
Assess on-site field problems and operate the required testing equipment to return systems to customer conformance.
Coordinate and manage replacement parts programmes with individual manufacturing plants to ensure the availability of components as needed.
Assist in preparing reports detailing technical problems and solutions to initiate necessary corrective product modifications and/or recommended process changes.
Document the value provided to the customer whenever possible.
Assist in developing troubleshooting service guides and bulletins for existing products.
Assume the lead role in maintaining troubleshooting guides and bulletins and distributing them to departments when required.
Qualify, coordinate and monitor the external subcontractor network as required to ensure repair timelines and customer satisfaction are maintained.
Work with other district personnel toward the continuous improvement of policies and procedures, resulting in increased customer satisfaction.
Provide installation resource services on a project-request basis as necessary to satisfy customer needs. Services may include, but are not limited to, field surveys, installation checklists and roll-out support services.
Provide training to first-line Account Managers on Company offerings and the resources available to assist them in answering customer questions.
Keep abreast of the latest industry advances through continuous education.
Job Requirements
Technical degree or equivalent education with industry experience is preferred.
Knowledge of and experience in materials, scheduling, inventory, manufacturing and installation processes.
Excellent organisational, interpersonal, verbal and written communication skills.
Ability to manage multiple projects simultaneously and maintain project schedule timelines.
Ability to write and maintain clear, concise reports using a standard laptop computer.
Ability to think logically, apply common sense and make decisions.
Self-motivated, goal-oriented and able to work effectively as a team player.
Required to travel to Jurong Island.
Company cars are provided.
