Stellenbezeichnung Field Service Engineer

2 weeks ago

Singapur, Singapore VAT Full time

Field Service Engineer

General Purpose of Job:

The Field Service Engineer (FSE) is the front line to help customer to use VAT products with higher efficiency by fixing the troubles occurring at the customer sites and providing solutions for the customers. FSE needs to obtain the satisfaction from customers by executing field support functions (remote diagnosis, on-site trouble shooting, followups after the troubleshooting, customer complaint handling and replying questions from customers). FSE also needs to work closely with application team and sales team to understand the customer’s requirements and situations better.

Organization:

Reports to (Title):

Location:

Service Center Manager

Location:

VAT office in Singapore

Travel:

When required regionally and internationally

Duties & Responsibilities :

Perform remote diagnosis to fix the trouble remotely if it is possible. Perform on-site support to fix troubles or failure analysis when required. Perform in-house failure analysis and repairs for warranty cases when required. Handle spare parts properly to supply them to customers for the troubleshooting. Consult to VAT Headquarters to obtain supports when it is necessary. Escalate the trouble to the management in timely manner when it is necessary. Perform follow-up activities (service report, failure analysis report, 8D report) after the repair is completed. Prepare documents to obtain better understanding from customers. Offer innovative solutions to fix troubles happening at the customer site. Offer the service kits to customers by utilizing any chances to contact to them. Transfer field knowledge to sales engineers and support them to obtain more orders. Input all the activities in GS3 and required reports. Close cases immediately after the necessary work is done. Attend/lead required weekly meetings. Able to work independently.

Key Relationships:

Customers (OEM, End user, Sales partners) • Other div. in VAT-Singapore HQ functional teams in Switzerland • Coordinator and Managers Local service center (Korea, Taiwan, China, Japan, • Service/Repair Engineers in VAT-Singapore

US, Switzerland)

Knowledge, Skills, & Abilities:

Technical competence for mechanical/electrical/software. Customer support/engineering/field support work experience. Remote and Field trouble diagnostic skill and experience. Strong customer focus and commitment to the customer satisfaction. Basic vacuum knowledge and industry knowledge of SEMI/FPD/PV. Demonstrated verbal and written communication skill in English. Face to Face communication skill in English. Advanced skill in presentation and in dealing with customers. Encourage a good team spirit with open environment for team problem solving. Demonstrated ability to work in a team-based environment. Demonstrated skills in using computer applications (Word, Excel, PowerPoint, Outlook and GS3).

+ Willing and able to travel frequently within short notice. Be adapted to irregular over time work together with customer urgent needs.

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