Regional Engineer

Regional Engineer

Job Summary

• Supporting regional post-sales engineers on escalations, QA related matters and post-sales activities.
• Providing training to regional engineers to better support market requirements and after-sales support.
• Driving initiatives in improving after-sales support to the market.

Responsibilities

Technical Support

• Window point for all the technical escalation from the region.
• Troubleshoot, diagnose and escalate problems/issue via research, testing (on-site/off-site), simulation or working with Japan HQ or relevant department.
• Visit customer locations for evaluation of the situation and perform any escalated repairs, when needed.
• Support workshop/event/seminar as technical support/advisor.

Technical Training

• Plan, coordinate, and conduct product training/workshop to internal and external stakeholders.
• Develop, maintain, conduct, and improve on the training syllabus and materials for offline and online training purposes.
• Work closely with the region’s CS team in ensuring training escalation is planned and executed on-time and effective.

Product QA

• Interact with regional headquarter, sales team and sales companies for any specific product rework and market recovery plan.
• Work with relevant stakeholders on market communication materials (press release/ website etc.), if required.

New Product

• Align with internal stakeholder on support and warranty structure.
• Evaluate the new products (hardware/software) to understand the specs and key features for proactive support.
• Upload and ensure updated drivers, manuals and other support materials to the company website.

Product Performance Reports

• Prepare regular and special reports for the assigned products.
• Feedback to parts planning on the failure trend and abnormal cases to assist the parts stocking.

Service KPIs

• Implement improvement of service/ repair workflow to achieve service deliverable targets (eg. TAT).

Job Requirements

Job / Skills Competencies

• Engineering/electrical background for break-and-fix
• TCP/IP Networking knowledge
• Good communication skills / customer service oriented
• Time conscious /self-disciplined

Critical Work Experience

• At least 2 years of professional experience in technical support role.
• Service engineer experience in display industry will be an added advantage.

Qualifications

• Minimum Certificate/Diploma in IT/Electronics/Electrical or equivalent.
• CTS certification or relevant study is an added advantage.