Overview
Reporting to the 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