Technical Support, Marine

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We are hiring a Technical Support Specialist to join our Marine team in Singapore.

About the role:

Technical support function

1. Provide technical support and guidance to Marine customers either virtually or physically onboard ships.
2. Collaborate with local Marine operation team lead and the Product company or CTS Division for product and technical support requirements to resolve equipment issues and concerns.
3. Responsible for filing warranty claims and providing technical updates that Technical Support Engineers from the Division may request.
4. Ensure timely implementation of ECB that impacts Marine installed equipment.
5. Generate Root cause analysis reports that the customer or the product company or CTS Division may require.
6. Identify installation flaws and recommend improvements to meet Atlas Copco requirements.
7. Commit to continuous technical knowledge development through virtual and face-to-face training arranged locally or abroad.
8. Work closely with customers in identifying improvement opportunities in the use of our equipment.
9. Personally commit to 24/7 services.

Service function

1. Able to fully execute start-up and commissioning jobs when required.
2. Perform preventive and corrective maintenance for compressors, dryers, and other ancillaries.
3. Troubleshoot complex compressor and dryer technical problems involving mechanical, electrical, and/or control systems with or without support from the Division.
4. Generate service reports via MAM2 or other approved service reporting platforms.
5. Adhere to all legal, customer, and company safety rules and regulations to ensure the safety of personnel, equipment, and property, including housekeeping.

Sales function

1. Generate sales leads for the Marine aftermarket sales team, specifically for customers with multiple ships managed or owned.
2. Keep a list of all ships and the installed machines for each ship. Identify opportunities, discuss with the sales team, and provide support on proposal discussions whenever required.
3. Develop and maintain strong relationships with customers, ensuring high levels of customer satisfaction and repeat business.

Other functions as may be assigned:

1. Monitor the warranty status of Silverstream's low-pressure machines installed onboard and propose planned maintenance services.
2. Implement new aftermarket services for Silverstream's low-pressure machines, including maintenance and repair packages, spare parts supply, and upgrade options.
3. Conduct regular technical reviews/meetings of Silverstream's low-pressure machines installed on ships, identifying any performance issues, and recommending solutions for improvement.
4. Maintain detailed records of all Silverstream warranty issues and aftermarket service activities, providing regular reports to the sales team and management.
5. Stay up to date with industry trends and developments and make recommendations for new products or services to enhance Silverstream's offering.
6. Undertake ad-hoc projects and assignments from time to time in accordance with Department Manager’s instructions.

Experience Requirements:

1. At least 1-2 years of hands-on working experience in the Marine environment, preferably with good knowledge in air compressor/gas generation fundamentals/principles and its related systems’ repair and troubleshooting.
2. Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
3. Strong analytical and problem-solving skills, with the ability to identify and resolve issues in a timely and efficient manner.
4. Ability to work independently and as part of a team, with a high level of attention to detail and accuracy.
5. Willingness to travel domestically and internationally as required.

Knowledge:

1. Computer literate, knowledgeable & proficient in using MS Office.
2. Good command of English is essential.
3. Able to write technical reports relating to work activities and technical investigations.
4. Preferably with basic knowledge in Electrical/Instrumentation/PLC/Mechanical system working principles, but not necessary.

Educational Requirements:

Diploma in Marine Engineering or equivalent.

Personality Requirements:

1. Customer-oriented and a team player.
2. Able to work independently in challenging and demanding environments.
3. Good logic & analytical skills.
4. Self-starter and proactive with good interpersonal skills.
5. Familiar with how things work in the marine industry (Culture, procedures, formalities, etc.).
6. Able to multi-task with a positive attitude.
7. Willing to work irregular hours.
8. Willingness and ability to mobilize onboard or overseas on short notice.

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