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.
Travel regionally in APAC, Europe and Africa.
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.
Remote Troubleshooting:
Respond to customer issues in a quick and efficient manner.
Assist with internal testing and remote troubleshooting.
Troubleshooting with customer on-site on electrical, software and hardware issues.
Requirements:
Diploma in Mechanical/ Mechatronics/ Automation/ Precision or related fields.
2+ years of customer service/technical support experience
Troubleshooting software, electrical and mechanical systems and machinery
