Field Service Engineer - Vietnam

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