Field Service Engineer (Bayan Lepas, Penang)

Electrical/Electronic Engineering (Engineering)

Responsibilities

1. To install and/or relocate equipment at customers’ sites.
2. To conduct associated start-up, cut over and check-out activities on the newly installed machines.
3. To provide warranty tool support or paid service for out of warranty tool by performing on-site preventive maintenance of equipment and attending to equipment abnormalities.
4. To coordinate all service actions with customer to minimize downtime or system interruptions.
5. To apply troubleshooting techniques to eliminate equipment malfunctions.
6. To conduct diagnostic procedures to isolate problem.
7. To assess severity of malfunctions and determine corrective actions required or escalate for assistance and prompt resolution.
8. When necessary, replace defective units, components or parts where appropriate.
9. To implement field modifications or updates as released in Engineering Change Order which may involve removal and installation of assemblies, sub-assemblies, machines and sub-machines.
10. To prepare and maintain accurate logs, service records, part usage documentation, diagnostic update and other management reports.
11. To develop good customer relations during installation and execution of service contracts.
12. Professionally represent the company to the customer.
13. To utilize knowledge of company’s product lines and services to keep existing or potential customers informed when new or additional needs are identified.
14. To maintain company’s assigned equipment (computer, tool kit, diagnostic test equipment, spare parts, etc.) in good working condition and ensure it is secure and accounted for.
15. To handle other tasks and duties as and when requested by superior.
16. To maintain daily communication with customers to ensure resolution and proper follow-up.
17. To utilize the escalation process to resolve customer service delivery issues.

Job Requirements

1. Degree in Electrical Engineering, Electrical Engineering Technology or other related engineering field.
2. 2-3 years of working experience required for the role with both internal team members and external customers as part of a solution base service process.
3. Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy-to-understand manner.
4. Experience troubleshooting and responding to customer concerns.
5. Ability to adapt to changing circumstances.
6. Ability to work in a fast-paced, self-directed, entrepreneurial environment.
7. Decision-making, problem resolution and creative thinking skills.