Customer Service Engineer - Industrial Printers (DTF)

<Job Responsibilities>
1. Providing technical support and resolution to assigned ASPs and customers on company's products
• Liaise with ASP daily by email/ phone to resolve technical issues
• Attend to on-site support for local and outstation customers, especially on critical cases
• Provide prompt technical and service support to our ASPs and customers
• Attend to on-site support with ASP when required
• Provide ASPs with periodic technical updates on company's products, Service Manuals and Adjustment Program
• Be proactive in obtaining counter measures from ESP on chronic technical issues
2. Call Centre management
• Check and follow up daily on calls pending over at assigned ASPs
• Monitor Call Centre team performances closely, ensuring all KPI metrics are achieved
• Facilitate close cooperation with internal the CS Team and Sales Team to resolve customer’s issues / enquiries
• Conduct audit and performance reviews with the HGS Operation Management team
3. Operation improvement activities
• Implement refurbishment activities
• Improve workshop cleanliness
• Propose improvements to operation processes for optimization of resource utilization
• Implement an efficient RMA monitoring process for team (utilize Ganesha to reduce manual monitoring of pending cases)
• Manage and coordinate incoming repair jobs to the workshop and training, maintaining a record of all incoming repairs
• Ensure repair jobs are completed within TAT
4. Manage ASP performance
• Implement audits on ASPs to ensure compliance to company ASP processes and procedures
• Conduct periodic visits to ASPs to evaluate their image and professionalism
• Ensure achievement of repair and service KPI (eg. Response Time, Repair Time, TAT)
• Prepare and submit daily and monthly report on ASP performance and pending RMAs
5. Product safety & Compliance
• Ensure all relevant documents and test reports are in order prior to Type Approval application
• Ensure upkeep of Type Approval certificates in Product Certification System
• Ensure all products equipped with radio communication functions comply with local regulations before product launch
• Liaise with SEC to ensure necessary test reports are available for radio communication compliance for submission to local regulatory body
• Conduct monthly product safety update briefing with relevant departments
• Champion product safety lessons learned for continuous improvement
• Conduct regular reviews of departmental policies with Head of Department
6. ASP Audit
• Conduct periodic audits on ASPs to ensure compliance to service processes and policies
• Implement audit and incentive programs to drive service quality by company's Service Partners


<Necessary Skill / Experience >
- Education Background: Bachelor's Degree, major in Electronics or Computer Engineering and Management
- Experience: At least 3 years of experience in machine repair (Large Format Printers, Direct to Fabric, Digital Textile Printers)
- Language: English - Intermediate Level
- Others:
+ Good with Microsoft excel and MS office tools

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