After-Sales Engineer

1 month ago

Singapore AVETICS GLOBAL PTE. LTD. Full time
Roles & Responsibilities

Avetics is looking to hire a Failure Analysis and After-Sales Engineer


Failure Analysis (50%)

Investigation and Analysis: Conducting thorough investigations into failures, incidents, or deviations from expected performance. Gathering data, examining evidence, and analyzing factors that contributed to the failure.


Root Cause Identification: Identifying root causes of failures by using various analytical techniques, such as root cause analysis (RCA), fault tree analysis (FTA), failure mode and effects analysis (FMEA), and fishbone diagrams. Understanding the underlying issues that led to the failure.


Collaboration and Communication: Collaborating with cross-functional teams, including engineering, quality assurance, operations, and management, to gather information and insights. Communicating findings, recommendations, and corrective actions to stakeholders.


Risk Assessment: Conducting risk assessments to evaluate the potential impact of failures on operations, safety, reliability, and customer satisfaction. Prioritizing risks and determining appropriate risk mitigation strategies.


Corrective Action Planning: Developing and implementing corrective action plans based on root cause analysis findings. Defining corrective actions, assigning responsibilities, establishing timelines, and tracking progress to ensure effective resolution of issues.


Documentation and Reporting: Documenting failure analysis processes, methodologies, findings, and corrective actions. Generating detailed reports, including executive summaries, technical analyses, and recommendations for improvement.


Continuous Improvement: Monitoring and evaluating the effectiveness of corrective actions and preventive measures. Identifying opportunities for process improvements, system enhancements, and risk reduction strategies.


After-Sales (50%)

Customer Support: Providing ongoing support to customers regarding product usage, troubleshooting, and addressing any issues or concerns they may have post-purchase. Responding to customer inquiries via phone, email, or other communication channels.


Order Processing: Managing order processing and fulfillment for after-sales services, such as replacement parts, repairs, warranties, upgrades, or additional services. Ensuring accurate and timely order processing to meet customer expectations.


Technical Assistance: Offering technical assistance and guidance to customers on product features, functionalities, installation, and maintenance. Collaborating with technical teams or service providers to resolve complex technical issues.


Complaint Resolution: Handling customer complaints or escalations effectively and professionally. Investigating root causes of complaints, addressing customer concerns, and implementing corrective actions to prevent recurrence.


Customer Feedback Management: Collecting and analyzing customer feedback, reviews, and satisfaction surveys. Using feedback insights to identify areas for improvement, enhance customer experience, and drive product/service enhancements.


Relationship Management: Building and maintaining strong relationships with customers to foster loyalty, repeat business, and referrals. Engaging with customers proactively to understand their needs and offer personalized solutions or recommendations.


Cross-functional Collaboration: Collaborating with sales, BD, technical support, and other departments to ensure seamless after-sales service delivery. Sharing customer insights, feedback, and trends to inform business decisions and strategies.


Documentation and Reporting: Maintaining accurate records of customer interactions, service requests, resolutions, and follow-up actions. Generating reports, metrics, and performance indicators related to after-sales activities and customer satisfaction.


Continuous Improvement: Continuously evaluating and improving after-sales processes, policies, and procedures to enhance efficiency, effectiveness, and customer satisfaction levels. Implementing best practices and innovative solutions to optimize after-sales service delivery.


Requirement

  • Minimum diploma in aeronautical, mechanical, electrical and electronics, aerospace electronics engineering
  • 0 - 2 years of work experience in failure analysis would be advantageous
  • Fresh graduates are welcome to apply
  • Able to work with little supervision
  • Able to communicate well with different stakeholders, customers, suppliers

Tell employers what skills you have

Technical Assistance
FMEA
Risk Assessment
Regulatory Compliance
Customer Support
Investigation
Relationship Management
Root Cause Analysis
Electrical
Incident Investigation
Reliability
After Sales Support
Analytical Techniques
Electronics
Action Planning
Failure Analysis

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