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Job ID :
45134BR
Location :
Malaysia - Selangor
:
Job Description

Role Overview:

  • To install & commissioning the new & upgrades and service the equipment before and after warranty.
  • To generate new business opportunities and developing existing customer base for the Metals & Web Gauging solutions in the Plastics, Metals, Rubber and allied industries within APAC markets.
  • To provide best possible local regional field service to customers in the region

Key Interaction Relationships internally and Externally

Internal ones include

  • APAC Service & Sales and marketing team members
  • Adelaide / Erlangen/ Wilmington-based Project, Engineering, Quality, Sensor. Production and Repair teams & Tech Support Team

External ones include

  • OEM Customers
  • Existing and prospective customers, including end-user and engineering firms
  • External representatives / distributors / agents as applicable

Regular travel within the region required. Travel may be around 70%. Readiness to work after office hours / on Weekend and public holidays as the project requires

Program Management

  • Supervise Field Engineering Activities. Monitor work schedules, direct labour activities and expenses.
  • Even though the primary responsibility is One Gauging (Metals + Web) products, be flexible to learn the other product lines under M&M as per the managements direction
  • Typical On-Site Project Handling Requirement, once the project is assigned, be self-motivated to liaise directly with the sales / agents, colleagues, factory project manager, shipping department, radiation officers and customers in managing the project to,
  • Complete the System Description / System Specification Sheet
  • Assist the customer with the Radio Active licensing procedures
  • System & Source shipment co-ordination
  • Schedule the pre-installation meeting and visits
  • Complete the shipment inventory
  • Work & co-ordinate with the field contractors
  • Schedule the Installation & Commissioning visits to match the customers schedule in a way to minimize the machine shutdown
  • Able to read the drawings for new installations & assist the customer for site preparation
  • Follow the local Safety procedures
  • Work in co-ordination with the OEM & end user
  • Complete the project within 75% of the budgeted time
  • Feedback any failures to the factory / quality
  • Suggest any new features that is useful from the field standpoint
  • Make sure the sensor calibrated and the control is tuned to satisfy the contractual commitment
  • Get the un-conditional acceptance signed by the customer
  • Complete the applications report to document the results
  • Provide a recommended parts list to the customer and suggest them to keep in stock and thereby helping the spare parts selling
  • Setup the system for pcAnywhere (or) Team Viewer (or) any other VPN connection that is suitable for the remote support
  • Co-ordinate with the finance to send out the final acceptance invoice
  • Work with the PSA (PM contract) admin to bring the system under the contract coverage
  • While at site find out the other opportunity at the site to sell more of our Thermo Fisher product - Bring in the sales lead to our sales colleagues
  • Train, Develop, motivate and evaluate staff in a manner consistent with the company’ policies.
  • After every field support, I&C, telephone support, remote support, proposal support, spare parts support, make sure that the CAS survey is filled and submitted to service admin
  • Develop and implement a program to monitor quality of service / support delivered to site.
  • Promote Product Support Agreements; understand service option, pricing and presentation.
  • Manage Product Support Agreements; understand technical and commercial provisions, identify and implement all deliverable requirements.
  • Promote system updates and upgrades; identify, evaluate and present system upgrade options.
  • Maintain customer files and database including type of system, application, quality control strategy and personnel.
  • Act as a liaison between the company and customers.
  • Provide and / or coordinate filed support; formulate and implement troubleshooting solutions, establish and maintain communications with engineering and software development.
  • Confers with customers and production personnel to provide technical advice and to resolve problems.
  • Assist with customer support department budget by tracking project costs and man-hours.
  • Provide leadership in, and promotion of, a positive company culture by being an advocate for employees while achieving a balance with company goals.
  • Timely feedback to internal departments from the marketplace

Key Performance Metrics

  • Achieve project completion within 75% of the budgeted time
  • Achieve expense goals
  • CASsurvey / Salesforce.Com (SFDC) in region
  • On time reporting
  • Submission of applications report for all the new & upgrade projects
  • Continuous learning on new product lines and become self-reliance

Skills & Abilities

  • Proven Service competence
  • High competency in technical field
  • Very good computer operating skills
  • Able to communicate effectively, both verbally and written
  • Ability to perform multiple tasks simultaneously and manage associated stress
  • Ability to develop high levels of credibility and force solid and positive professional
  • Self-motivated / Self Disciplined; excellent organization skills: initiative, willingness to adapt to and embrace change
  • Very good administration skills
  • Team player and diplomatic
  • Excellent negotiation skills
  • Very good attention to detail
  • Excellent problem solving skills
  • Good time management and organisational skills
  • A self starter and able to work independently
  • English language is essential, advantageous Bahasa/ Malay / Mandarin language
  • Familiarity with the Microsoft Office suite of products

Experience

  • Minimum 5 years industry experience in product service or engineering.
  • Experience in the calibration, installation, commissioning, servicing, fault finding of electro mechanical equipment , programming PLC, MMI (Wonderware, Directsoft, etc….)
  • Preparation of quotes, tenders etc
  • Exposure to heavy industry and related hazards

Knowledge

  • High level knowledge of and skills in field instrumentation or process control systems
  • Sound knowledge of Metals, Web & Rubber processing techniques
  • Business development strategies
  • Negotiation skills
  • Interpersonal skills

Qualifications

  • Bachelor’s Degree (B.S. / B.E.) tertiary qualification in electrical / electronic / instrumentation / communication. Experience from Metal, Plastics, Rubber, Metallurgical, Process engineering / Instrumentation field will be an added advantage
  • Minimum Diploma tertiary qualification in sales and marketing



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