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.
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
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
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
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