Product Support Engineer

First customer touch point in technical sales. Responsible for pre-sales and post-sales technical inquiries for both internal and external customers, response to technical inquiries, provide remote/on-site technical support and distribute technical inquiries to respective case owners.

RESPONSIBILITY

Impact on Business

Respond to customers’ technical inquiries and ensured adherence to the agreed target setting

Distribution of technical inquiries to respective case owners based on customer value, technical inquiries type, and knowledge level needed

Responsible for carrying out technical consultation and service jobs depending on qualification (remotely and/or on-site)

. Troubleshooting of Festo products in customer application

. Commissioning of systems with Festo products

. Inspection of Festo products in customer application

. Energy saving services

. And other services in service catalogue

Flexibility in working time

To perform any ad hoc tasks been assigned by Line Manager from time to time

Innovation and Change

Provide feedback on the effectiveness of the shared service

To observe any of potential of process change oportunity

Communication with internal and/or external Customers, Suppliers as well as Third Parties

Working closely with shared services to answer customers’ technical inquiries

Working closely with shared services to convert 3rd party products to Festo products

Assign task to Shared Services team for defined customer group and/or specific task

Forwarding inquiry with higher knowledge level requirement to Product Support Specialist when higher knowledge level is necessary

Forwarding service job to Service Engineer when on-site service is necessary

Bachelor’s Degree in Mechatronic or Electrical.

Diploma can be considered based on work experience, preferred with software/ mechatronic/ electrical background

Minimum 1-2 years of Industrial Automation experience

Knowledge in electric automation and software programming is a must

Knowledge in pneumatic automation is good but not mandatory

Experience in Control system, PLC programming, sensors, motor controller, servo motor, and/or remote IO, and

Good knowledge in Compressed air preparation, energy saving, pneumatic actuators, control valves, and/or process valves

Customer service oriented

Good interpersonal and communication skills

Good spoken and written in English

Strong performance and problem-solving orientation

Openness and Flexibility

Pro-Active attitude

Highly organized, even in a scale-up environment

Result-driven and self-motivated

Experience in direct handling of customers, ideal in a virtual/digital environment

• Good spoken and written in English

• Strong performance and problem-solving orientation

• Openness and Flexibility

• Pro-Active attitude

• Highly organized, even in a scale-up environment

• Result-driven and self-motivated

• Experience in direct handling of customers, ideal in a virtual/digital environment