Field Service Engineer
Peak Scientific Instruments Ltd
Ho Chi Minh City
5 ngày trước

Field Service Engineer - Ho Chi Minh City

Service Ref : 732 Date Posted : Sunday 14 Aug 2022 var addthis config addthis config ;addthis config.ui click true;ShareTweet


Reporting to the Regional Service Manager, the Field Service Engineer will be responsible for the delivery of services towards customers in Vietnam.

This role will require strong self-management and resourcefulness to deliver and exceed in the level of service quality and supporting the overall business growth.

Job Purpose

  • To carry out preventive maintenance, installation & commissioning, localised training and technical support for all Peak Gas Generators
  • Diagnose errors or technical problems and determine proper efficient solutions
  • Managing re-visit, response time to customers and achieving global service delivery metrics
  • To provide Peak Scientific channel partners with professional support on the maintenance, repairs and installation of Peak generators
  • To engage with customers during visits to better understand their needs or requirement towards usage of Peak generators, which could in turn generate new service sales or new sales lead.
  • Provide strong service delivery to ensure total customer satisfaction
  • Report field failure and component failure to Technical Manager
  • Adhering to Global Escalation policy
  • Support team members regionally when required or call-for
  • Produce timely and detailed monthly service and technical reports
  • Build close and positive relationship with sales personnel to ensure point of sales of equipment to service delivery is well communicated
  • To ensure own spare parts van stock level is up to mark, stock quantities are able to support own remit with accountability.
  • Drive positive relationships with Sales counterparts to deliver an exceptional level of customer satisfaction and service growth.
  • Drive reduction in monthly travel expenditures, capitalizing on maximizing efficiencies wherever possible
  • Ensures that field service best practices are leveraged throughout the organization
  • Operational

  • Working with the Singapore back office respond to all incoming customer requests (telephone and email) in a professional, prompt and efficient manner to ensure total customer satisfaction
  • Manage the service schedule with Service Administrator, ensuring preventative maintenance visits are scheduled in a timely manner and that breakdowns are addressed within the agreed response parameters
  • Provide updated and accurate customer details to Service Administrator and Market Development Manager to maintain Peak information systems to improve overall efficiency of dealing with customer support
  • Actively monitor van stock usage and ensure accurate inventory levels are maintained monthly
  • Manage the technical helpdesk to ensure all outstanding field service jobs are correctly planned and scheduled according to priority
  • Promptly report any serious operational issues to the Service Manager and Technical Manager
  • Key Skills

  • Ability to multi-task while keeping focus to ensure tasks is completed.
  • Excellent technical communication skills, working across all levels, functions and regions
  • Proficiency for clear and effective communication.
  • The ability to manage relationships, including good team working skills
  • Measurement

  • Achieving Service Delivery metrics
  • Adhering to global escalation policy. Pooling necessary resources to formulate solutions
  • Continuous availability of spare parts through accurate maintenance of the stock inventory
  • Continuous improvement on technical knowledge and achieve high scoring in annual Knowledge Review
  • Timely submission and providence of reports and active scheduling of services with end-customers

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