Customer Service Blowing Support

Serac Group; Klang City; On-site; MYR 120,000 - 180,000; Full time

Job summary

Serac Group in Kuala Lumpur, Malaysia is seeking a Customer Service Blowing Support engineer responsible for assembly, installation and commissioning of blow moulding equipment, diagnosing issues and providing repair solutions on-site for APAC customers. The role requires frequent travel and collaboration with the After Sales team.

You will lead post-contract projects, support pre-contract activities, and deliver detailed written reports while maintaining high technical standards and customer

Qualifications

• Advanced/Higher/Graduate Diploma in Engineering (Mechanical/Electrical) or equivalent.
• Electrical, mechanical and electronics knowledge; PLCs & PCs proficiency.
• Fluent written and spoken English; willingness to work in Kuala Lumpur and travel frequently.

Responsibilities

• Be the first technical contact for the Customer Service Dept on blow moulding machines.
• Lead post-contract projects under After Sales control including new machines and renewals.
• Drive progress of renewals from order to completion both technically and commercially.

Skills

Electrical & Mechanical

PLCs & PCs

English (fluent)

Education

Advanced/Higher Diploma in Engineering

Tools

Smarteam

B&R programming

Siemens/Allen-Bradley PLCs

Job description

Line Reporting

Reporting to Lead Customer Service Blower Engineer – Technical Support

Mission

The Customer Service Blowing Support performs the assembly, installation and commission of Blowing equipment. Diagnose, trouble-shooting machine problems, provides solutions through repair work, modifications and parts replacements at the customer’s sites. Will require technical after sales service to all APAC region customers and occasional support for other subsidiaries worldwide.

Main Tasks

Office based role with significant travel and on-site intervention work

• To be the first point of contact for the Customer Service Dept for all technical support requests on blow moulding machines

• To manage all aspects of post-contract blow moulding projects under the control of the After Sales department. (new machines and renewals business)

• Be responsible for driving the progress of any renewals projects from point of order confirmation to final completion both technically and commercially

• Take the lead in all customer contact and problem solving for the assigned responsibilities

• Delegate effectively any work required from other departments by providing all relevant details and managing the time schedule for the success of the project

• Support both the Technical Manager and Sales Managers for all pre-contract projects to increase sales activity

• Technical support for both customers and internal requests on a case-by-case basis, and as assigned by the Technical Manager

• Pro-active approach to finding new ways of supporting the activities of the department by increased technical competence

• Carry out interventions on site to achieve the goals of the assigned projects based on time and financial targets

• Be available for carrying out duties of service engineer for on-site work on planned and emergency short notice basis

• Support to other departments when requested and agreed with Technical Manager

• Inspections of customers equipment for potential business opportunities

• Coordinate with spare parts department to improve recommended overhaul parts list.

• Report to Technical Manager regarding progress and problems on site for technical and customer relation levels.

• Produce detailed written reports for both customer and Serac’s use.

Information Technology

• Windows OS and Microsoft Office 365

• Programming Soft – B&R, ISA Graf, Siemens, Allen Bradley…

• PLM software – Smarteam

• Communication tools of LinkedIn, WhatsApp, WeChat, Line, phone, text messaging

Competences & Qualifications

• Candidate must possess at least Advanced/Higher/Graduate Diploma in Engineering (Mechanical), Engineering (Electrical/Electronic) or equivalent.

• Required skills: electrical mechanical and electronics, knowledge of PLCs & PCs.

• At least 5 years’ work experience in the related field is required for this position.

• Applicants must be willing to work from the office in Kuala Lumpur and travel frequently

• Applicants should be Malaysian citizens or hold relevant residence status.

• Preferably senior executives specializing in Engineering - Electro-Mechanical or equivalent.

• Fluent in written and spoken English is mandatory and advantageous if capable of speaking in French, Bahasa Malaysia, Chinese or Tamil

• Must be fully independent and highly self-motivated to complete all works to a high standard and in a timely manner.

• Must be customer service orientated