Customer Service Engineer - HW - SEA

Job Description - Customer Service Engineer - HW - SEA (ESK002769)

About Us

Esko Artwork is the worldwide market leader with software for packaging buyers, designers and manufacturers and hardware products for the packaging, label, sign and display industries. With Headquarters in Gent - Belgium, EskoArtwork employs around 1,200 people worldwide. Its global sales and support organization covers Europe, the Americas, Asia/Pacific and Japan.

Main role / Job Objective:

The Main Role is to provide post-sales hardware maintenance support to SEA customers

Main responsibilities and key activities:

• Trouble-shooting, pre-installation, installation & commissioning of systems.

• Liaison with customers & other team members to ensure that system delivery is properly scheduled, and customer sites adequately prepared for planned installations.

• Provides telephone/remote support to customers and attends to service calls. Diagnoses all aspects of technical faults reported by customers in a systematic process and ascertains probable/possible causes before actual dispatch to site. Must be properly equipped with the proper tools and where possible, the appropriate spare parts before going to site.

• Conducts regular maintenance services for customers under preventive maintenance programme.

• Plays a pro-active role in encouraging customers to sign maintenance contracts, by having a good understanding and knowledge of our customer care programme.

• Provides pre- & post-technical support during road shows, trade-exhibitions and demonstrations. Works closely with other team members in ensuring that systems are up and running before and during such events. Takes responsibility for proper post shutdown and dismantlement as well.

• Participates in on-the-job training sessions as well as in occasional overseas training.

• Takes a pro-active approach in identifying and preventing potential problems.

• Seeks help from internal/external/alternative sources such as competence centers, colleagues, third-party companies, etc.

• Ensures all customer calls are properly logged and recorded in the internal systems.

• Administrative responsibility to ensure that all chargeable activities are invoiced in a timely & structured way and that visits to customers are documented by means of service reports.

• Ensure that expense reports are submitted in a timely fashion.

• Monitors and justifies movement of spares inventory and participate in stock takes.

Qualifications and professional knowledge:

• A university degree or equivalent technical qualifications in Electrical & Electronics Engineering with 5 – 7 years’ post-sale hardware servicing & systems experience, preferably in the packaging or printing industry

• Strong troubleshooting & diagnostic capabilities with good application knowledge of various operating & networking system.

• Experience with machinery involving lasers or optics will be highly advantageous. Alternatively, those with experience handling wide format digital printing equipment.

• Self-motivated with pro-active and non-procrastinating approach to problem analysis and problem solving.

• Applicants should have good communications skills in both English and local business language.

Competencies (personal qualifications):

• Excellent customer service skills with the ability to build proactive relationships at all levels

• Have strong leadership skills but be able to work as part of a team

• Highly motivated

• Independent

Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 62,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $16.9B in revenue last year. We are ranked #133 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,300% over 20 years.

At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.

: Esko

: Customer Support

: Asia Pacific-Southeast Asia-Vietnam-65-Ho Chi Minh City

: Full-time