Customer Support Engineer role involves ensuring that OIPT equipment is fully functional and available for customers' use, local support within Penang, involving occasional travel to Asia Pacific and Australasia.
Requirements
- Respond quickly to emergency breakdowns, warranty issues and service contract work
- Provide technical troubleshooting and liaison with customers
- Carry out test, installation and commissioning of equipment
- Work as an individual within a team of engineers exchanging information and experiences
- Liaise with Sales and Marketing team to feedback 'Voice of the Customer' information
- Provide a report of work done analysing time spent on customer sites, travel etc.
- Authorise system 'buy-off' prior to shipment either with or in the absence of the customer
- Liaise with technical Support and Systems Engineering on any potential or actual system problems
- Liaise with Sales Team to provide useful background information
- Help to maintain an accurate record of the status of the system, timing of warranty, parts supplied, service contracts and failures
- Carry out customer training both at OIPT and customer sites
- Ensure all work is carried out in accordance with the Company's Health and Safety, ISO 9001 Quality, and all other compliance Systems
- Keep up to date all relevant enquiries and project files on any significant information
- Provide an up-to-date, detailed and accurate record of expenses incurred on behalf of the Company
- Support Customer acceptance visits as identified by Customer Support Manager
- Provide a point of contact within the team during the visit
- Take ownership of tools allocated ensuring quality is maintained, schedules are achieved, and efficiency targets met
- Support CS Team in providing CS Upgrades, Spares, Training, Support Contracts quotations in a timely manner
- Follow up closely and timely on all Open CS Order Opportunities so to drive CS Orders growth to achieve Target set by the management
- Work Closely with OIPT CS Commercial Team to ensure accurate and correct items are captured in the final quotation to the customer for Upgrades
- Positively contributes to the team to achieve departmental/company goals
- Shares information and knowledge to improve own and others contribution to the business
- Takes responsibility for his/her own work and seeks ways to continually improve the level of customer satisfaction, internally and externally
- Exhibit behaviors as a Team Player
- Exhibit behaviors as a Senior Engineer
- SAP Cirrus Opportunities Updates and Forecast
- CS orders Targets and Budgets are met
- Maintain a clean and safe working environment by ensuring the workplace is consistent with the company's health and safety environmental policy
- Influence the behavioural safety of the team through your own example, setting high standards and expectations for those around you
- Ensure products comply with set company safety standards and challenge guidelines if thought appropriate
