Service Technician

Job ID: Service Engineer

Location: Switchboard Factory, Kalwa

Department: Global Customer Care - SI EA QM&GCCAIS&SD THA

Classification: Non-Senior Management

Grip Position Level: PL11

Type of employment: Permanent/Full-time

Job Role:

As a Service Engineer, it is your responsibility to handle customer complaints as Level 2 in a ticket management tool.

Clarify the cases and communicate the solutions via the tool with the contact persons in the region, Order Manager and Customer.

Follow up on the complaints regularly in timely manner and ensure that the cases are processed quickly. Analyse the complaint and plan necessary actions for mitigation. Identify cause of defect and communicate internally to develop awareness.

Escalate complex or critical issues to Level 3 in Quality Management.

Maintain close cooperation and collaboration with other departments such as Quality Management, Operations, Logistics, Order Management, etc.

Support our Customers and Service Technicians on site by providing remote support, sending technicians to the customer's site, or delivering spare parts. In critical cases it may require visiting Customer site for investigation and resolution.

Abel to learn from experience, understand and handle abstract concepts, and use knowledge and experience to make informed decisions.

In addition, you will create documentation for service assignments and be able to create repair method statement, videos for our assignments etc.

Assist to conduct Product Training courses for Medium Voltage Switchboard & Circuit Breakers at Kalwa location for Customers, Channel Partners & Franchisee Partners.

EHS Management in Service Activities and EHS Regulation implementation to drive Zero Harm Culture at all levels.

Job Profile:

Must have successfully completed technical training in the field of Electrical Engineering, Mechanical Engineering, or a Comparable field.

7-8 Years of professional experience in Technical Customer Support or a similar role, ideally in the Medium Voltage Switchboard Industry.

Possess very good knowledge in the field of Medium Voltage Switchboard Testing, Production and Service of Medium Voltage Circuit Breakers.

In addition, you have strong communication skills and the ability to communicate Technical Solutions in an understandable way, in English and local Languages. You are fluent in written and spoken English.

You drive topics forward independently, have a high level of motivation, are assertive and can communicate empathetically.

Initial experience in dealing with ticket management tools, as well as experience in processing customer complaints at level 2 would be a preferred.

Willing to travel Domestic and International Customer sites as and when required.