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Field Service Engineer - South Korea - Seoul

Service
Ref: 974 Date Posted: Thursday 11 Jul 2024

Job Title:                             Field Service Engineer

Reports to:                         Technical Service Supervisor

Business Unit:                   Service Delivery

Location:                             South Korea

Direct Reports:                 No

Overview

Reporting to the Technical Service Supervisor, the Field Service Engineer will be responsible for the delivery of services towards customers in South Korea. 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, training, and technical support for Peak 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 OEM 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 can support own remit.
  • 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 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 Technical Supervisor 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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