Field Service Engineer - Vietnam

Peak Scientific, Inc.; Erskine; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in gas generation is seeking a Field Service Engineer based in Erskine, Scotland. In this role, you will deliver high-quality maintenance and customer support services, contributing to business growth in Vietnam. You will be responsible for technical problem-solving, ensuring customer satisfaction, and managing service delivery metrics.

Qualifications

• Ability to multi-task while keeping focus.
• Proficiency for clear and effective communication.
• Excellent technical communication skills.

Responsibilities

• Carry out preventive maintenance, installation, and technical support.
• Diagnose errors and determine efficient solutions.
• Provide support for maintenance, repairs, and installations.

Skills

Technical communication

Multi-tasking

Team working

Relationship management

Job description

Overview

Reporting to the Service Manager, the Field Service Engineer will be responsible for the delivery of services towards customers in Vietnam. This role will require strong self-management and resourcefulness to deliver and exceed in the level of service quality and supporting the overall business growth.

Job Purpose

• To carry out preventive maintenance, installation & commissioning, localised training and technical support for all Peak Gas 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 Peak Scientific channel 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 are able to support own remit with accountability.
• 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 Singapore back office 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 Service Manager and Technical Manager

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