[외국계기업 정규직] FSE -Field Service Engineer

담당업무

ㆍ개요
현장 서비스 엔지니어는 지역 서비스 매니저에게 보고하고 국내에서 PEAK Gas Generator를 사용하는 고객에 대한 서비스 제공을 담당합니다. 이 역할은 철저한 자기 관리하에 창의적인 자세를 바탕으로, 최상의 서비스 품질을 고객에게 제공하고 관리하여 전반적인 비즈니스 성장을 지원하는 역할입니다.

Job Purpose
• To carry out preventive maintenance, installation & commissioning, training, and technical support for Peak Generators
• Diagnose errors or technical problems and determine proper efficient solutions
• Managing re-visit, response time to customers and achieving global service delivery metrics
• To provide OEM partners with professional support on the maintenance, repairs, and installation of Peak generators
• To engage with customers during visits to better understand their needs or requirement towards usage of Peak generators, which could in turn generate new service sales or new sales lead.
• Provide strong service delivery to ensure total customer satisfaction
• Report field failure and component failure to Technical Manager
• Adhering to Global Escalation policy
• Support team members regionally when required or call-for
• Produce timely and detailed monthly service and technical reports
• Build close and positive relationship with sales personnel to ensure point of sales of equipment to service delivery is well communicated
• To ensure own spare parts van stock level is up to mark, stock quantities can support own remit.
• Drive positive relationships with Sales counterparts to deliver an exceptional level of customer satisfaction and service growth.
• Drive reduction in monthly travel expenditures, capitalizing on maximizing efficiencies wherever possible
• Ensures that field service best practices are leveraged throughout the organization

Operational
• Working with the back office to respond to all incoming customer requests (telephone and email) in a professional, prompt, and efficient manner to ensure total customer satisfaction
• Manage the service schedule with Service Administrator, ensuring preventative maintenance visits are scheduled in a timely manner and that breakdowns are addressed within the agreed response parameters
• Provide updated and accurate customer details to Service Administrator and Market Development Manager to maintain Peak information systems to improve overall efficiency of dealing with customer support
• Actively monitor van stock usage and ensure accurate inventory levels are maintained monthly
• Manage the technical helpdesk to ensure all outstanding field service jobs are correctly planned and scheduled according to priority
• Promptly report any serious operational issues to the Technical Service Supervisor

Key Skills
• Ability to multi-task while keeping focus to ensure tasks is completed.
• Excellent technical communication skills, working across all levels, functions, and regions
• Proficiency for clear and effective communication.
• The ability to manage relationships, including good team working skills

Measurement
• Achieving Service Delivery metrics
• Adhering to global escalation policy. Pooling necessary resources to formulate solutions
• Continuous availability of spare parts through accurate maintenance of the stock inventory
• Continuous improvement on technical knowledge and achieve high scoring in annual Knowledge Review
• Timely submission and providence of reports and active scheduling of services with end-customers

Living by the Peak Values
Put Customer First, keep customer needs at the heart of every decision and action
Be Innovative, always curious and open to new ideas and better ways of doing things
Stay Agile, be responsive and make timely, considered and well-informed decisions taking accountability for the outcomes
Always Respectful, kind and supportive, always look for the best in each other and strive to help one another do a better job
ShowPride & Passion, be proud about what we do and enjoy our work


ㆍ자격요건
- 학력 : 초대졸 / 대졸
- 경력 : 2-5년
- 운전면허 소지 및 가능자

ㆍ우대사항
- 관련직종 및 업종 종사자(고객사 방문 및 관리 경험자)
- 영어가능자(필수x)

ㆍ근무지역
- 외근업무 : 수도권 및 강원도/충청권 (필요시 지방 출장 포함)