Be involved in preparing and understanding customer on-site installation and training plan.
Travel to customer sites on short notice and within schedule to set up equipment and train customers on usage, maintenance, safety and troubleshooting of hardware, software, and materials.
Document and report all site visits methodically and regularly.
On-site Maintenance and Troubleshooting:
Be involved in preparing and understanding customer on-site maintenance and troubleshooting plans.
Travel to customer sites on short notice and within schedule to provide maintenance /troubleshooting of machinery, components and process.
Methodically collect and record data using data collection tools and spreadsheets.
Communicate with the support engineer on a daily basis and discuss the plan-of-action.
Document and report all site visits methodically and regularly.
Understand customer issues empathetically.
Technical Reporting and Data Collection:
Collect and document observations and data on-site and remotely.
Store data in a methodical manner and communicate critical issues with support engineers and the wider team on time.
On-site Troubleshooting:
Respond to customer issues in a quick and efficient manner.
Troubleshooting with customer on-site on electrical, software and hardware issues.
Customer Success:
Identify areas of improvement for products and customer processes while on-site.
Work with customers and internal teams to design, rollout and implement new processes and improvements to improve customer production.
Requirements:
Graduate of trade school in Mechanical, Electrical or Industrial Engineering field, or equivalent experience.
3+ years of experience of on-site hands-on machinery repair.
Troubleshooting software, electrical & mechanical systems and machinery.
Ability to travel within Asia.
3D printing experience is a plus.
Detail oriented and thorough task completion.
Excellent technical communication skills and customer support experience is required.
