Key Responsible
Responsible for pre-sales and post-sales technical inquire for both internal and external customers. Main contact to Technical Support Head Quarter. Owned highest level of technical competence of selected product specialization and provide hight quality remote technical consultancy. Responsible to failure identification and root cause analysis on technical complaint.
Key Accountabilities
Impact on Business
- Respond to customers' technical inquiries and ensure adherence to the agreed target setting
- Provide remove support and technical consultation on Festo products to internal and external customers
- Highest technical competence in working with Festo products and systems on selected product specialization
- Dimensioning of Festo products
- In-depth support software tools
- Programming of the customer sample application
- Module programming for the efficient processing program development in customer application
- Coordinator for product compliance, product change and provide specfic information requested by customer
- Transferring of expect knowledge to internal and external Festo thru training, application note, demo product or other method
- Flexibility in working time
- To carry out Product Support Engineer task when the team is unavailable
- To perform any ad hoc tasks been assigned by Line Manager from time to time
Innovation and Change
- Failure identification, root cause analysis, identification of suitable measures, fault cleanrance, implementation of improvement measures of Festo products
- Development, maintenance and execution of test and stimulation in the Festo Experience Centre
- Provide feedback on the effectiveness of the shared service
- To observe any of potential of process change opportunity
Communication with internal and/or external Customers, Suppliers as well as Third Parties
- Working closely with shared services to answer customers' technical inquiries for specific products
- Forwarding service job to Service Engineer when on-site service is necessary
- Forwarding complex system to Application Engineer when complex system is requested
- Case escalation to TSHQ if problem solve is not possible
Additional note for this role:
- If necessary, perform commissioning and troubleshooting on-site
- Knowledge in electric automation and software programming is a must
- Knowledge in pneumatic automation is good but not mandatory
- When diploma with necessary work experience is considered, preferred with software/mechatronic/electrical background
- Location: Malaysia (MY, Penang, KL) or Vietnam (VN, Hanoi, HCM)
- Language Requirement: Proficiency in English (spoken and written) is mandatory
- Customer service oriented
- Good interpersonal and communications skills
Education Background
- Bachelor's Degree in Mechatronic or Electrical
- Master's Degree in Mechatronic or Electrical, but not mandatory
- Diploma can be considered based on working experience
Professional Knowledge and Experiences
- 1 - 2 years of Industrial Automation experience necessary
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