State the primary function or overall purpose of your position.
The primary function of the FSE is responsible in providing aftersales technical support, and on-site field diagnostic for UPS product issue. The FSE is required on standby 24x7 for field service activation and co-work with EA regional service team, so as to identify the root cause of UPS product fault issue upon request. Responsible to provide a field service report for the customer. The FSE shall escalate to Level 2 technical support (EA FAST Team) should the fault issue is unable to be identified and resolved within a reasonable time frame.
To provide pre-sales and post sales technical support to customers and resellers as secondary function.
2. List the essential functions (i.e. key responsibilities with expected end results) which must be accomplished in order to fulfil the purpose of your position as described above.
A. Responsible for field technical and administrative support activities including UPS fault escalation which related to product functional, quality or application issue. Provide root cause analysis including operating profile capturing, emulation of similar fault at factory level and thereafter provide rectification solution.
B. Ensures adequate fault escalation records are maintained. Maintains communication with design management and specialists in resolving technical problems and/or bringing problems to the design department’s attention.
C. Responsible for field escalation support as single point of contact interfacing with end customer. While working with pre-sales team to drive addition sales in those specific service contract/s (including 24x7)
D. Accountable to escalation on field technical support for end customer so as to deliver best in class for services delivered to drive service quality to new height.
E. Provide preventative maintenance technical support, on-site fault troubleshooting, Field service engineering (FSB) change upgrades, etc. as require from reseller/customer.
F. Responsible for timely, professional, accurate and service oriented response to all technical service enquires, Including 24/7 service support by telephone as well as on-site field support subject to in-country electrical board regulation restriction.
G. Assume technical lead to Identify and isolates equipment start-up malfunctions and takes corrective action.
H. Assume service lead to provide customer support role and responsible for customer's satisfaction with equipment and servicing.
I. Prepares daily logs and report of work performed. Implement and control workflow documents, and maintain proper practices to keep track of these documents. Communication skills must be adequate to interface effectively with customers both internally and externally.
J. Analyze and provide advise for customers’ existing equipment status and recommended replacement schedules
K. Assist Sales team in developing business opportunities to achieve PQ in term of Presales support.
L. Analyse competitor product and counter-offer competitive PQ products to Vietnam market
M. Conduct product training, workshop for Distributors, Partners, consultant, contractor and End User
N. Ability to learn, articulate, and support complex products and technologies
O. Must also be experienced with customer meetings and presentations.