The position’s main responsibilities include:
Work independently to serve MM Web gauges involving: Installations, Training, Method and Application Development, Telephone and On-site Diagnostics and Repair Services, Preventative Maintenance visits. Provide technical assistance, consultation and problem solving to customers as necessary. Accurately document field service activities, including installation report and service work report, and timely submit through the required system. Ensuring customer satisfaction in all aspects of services provided, including CAS survey Follow up on DOA and Hot Account sites to ensure customer issues are accurately and timely communicated to the required party, solution developed and eventually solved. Implement key account strategies for high profile customers and maintain good relationship with both commercial team and customers. Share experience and best practice of product services and applications with colleagues. Contribute to knowledge base to allow continued improvement of work efficiency and effectiveness. Effectively communicate competitive information and additional sales opportunities to Field Sales Engineers. Actively participate PPI projects to improve work quality and effectiveness. Submit weekly Expense reports on a timely basis.
- Installation and service work quality
- Response Met Rate and Cycle time of customer services, etc.
- Expense budget
- Teamwork with sales and service operation team
- Participation in PPI
The candidate’s main requirements include:
BS degree or above in EE, Mechanics or Industial Automation, or equivalent required. 2-3 years working experiences in Pastic Material or other Industry Environments or related technologies. Fluency with personal computers is also required. Preference will be given to those with 2-3 years Field Service experience, previous experience in installing, servicing of various Web gauges. Must have proven ability to diagnose and resolve problems on sophisticated electronic, mechanical and applications in industrial environment. Must have the ability to work independently, have effective communication skills, interpersonal and listening skills. Effective oral and written communication skills with both English and Chinese (Mandarin).
Knowledge, Skills and Abilities necessary to perform essential functions
General Web/Plastic film process knowledge. Web gauging experiences a definite asset. Successfully manages subjective decision-making. College degree or equivalent service or business experience.
Clear, concise verbal communication. Clear, concise written communication. Logical thinking and diagnostic complex problems. Effective time utilization. Flexibility and creativity. Effective interpersonal communicator. Effective “listener”. Customer focus.
Positive image and mental outlook. Goal oriented. High level of integrity/credibility. Willingness to accept constructive criticism/suggestions. Open to positive change. Willingness to travel. Handles pressure/disappointment professionally.
G. Physical/Environmental requirements.
Travel will be a mix of airline, rail or bus transportation. It will be necessary to lift and carry demonstration equipment and computers that can weigh up to 50 pounds
H. Interaction with Other Employees (level of contact, purpose, and frequency)
Regional Service manager - frequently China Customer Call Center – frequently Service CSR – as needed Sales Managers – as needed. Gauging Factories – as needed