After Sales Technical Expert Apac
6 days ago
**PURPOSE**
- Provide to subsidiaries or distributors support for technical matter, service training, support on technical service processes and procedures remotely or on site;
- Drive technical and quality feedback and technical communication from field to HQ and vice versa;
- Animate & support the continuing improvement;
- Deliver expertise on site;
- Ensure corporate process procedures and tools are deployed and used in the subsidiariesEnsure that safety policy, procedures, practices, tools, protection are applied everywhere during daily service job.
**RESPONSIBILITIES**
**TAS Technical support management**
- Ensure that the technical support provide by Technical Advanced Support **(**TAS) is given in the right way
- Makes advance technical support by: phone, Socoline, any type of remote connection, or through on field intervention
- Gives contribution to pre sales on project management (big project) on after sales frame;
- Contribute to Local Advanced Support (LAS) Asia network;
- TQI and expertise follow up.
- Defines/deploys methods and operative tools for on field activities, according with market needs and product evolution.
- Early root cause analysis link to HQ evaluation
**Escalation management**
- Deploys and follows escalation process for International Key Account (IKA) and KA, whole process from site to HQ;
- Gives support and make coordination on incident treatment and escalation process
- Makes proactive visits and site audit for IKA and KA installation based on subs demand.
- Update regularly the TAS manager on open issues from field
**Training and Knowledge management**
- Makes training course through Socomec Knowledge Empowerment process to LAS on: product (new or evolution), safety, trouble shooting, problem solving, risk-free maintenance procedure;
- Ensures Knowledge management and diffusion process
- Maintain the link with HQ for new products and contribute in DFS (design for service) process
**Technical/Quality Feedback management and reporting**
- Drive technical and quality feedback and technical communication from field to HQ and vice versa; Animate & support the continuous improvement (DFS)
- Makes technical field feedback analysis and report to HQ;
- Support LAS on “Customer Technical report” editing and technical communication to Customer;
**Management of safety equipment’s & measurements tools**
- Ensure that status of safety equipment’s (PPE) is kept in good condition according to their use in customer’s environment.
- If not, he must make a request for replacement
- Ensure that our measurement equipment’s remain in conformity to our Metrology request.Check on customer site safety conditions before intervention and check on special permissions
**REQUIREMENTS**
- Bachelor’s degree in electrical engineering or related
- Strong technical know-how on UPS systems at expert level
- Knowledge on measure equipment’s for on-site activity.
- Capability to perform technical trainingExperience in pre-sales or after sales technical support
LI-LKY
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