JOB PURPOSE: Provide technical assistance on the service and repair of equipment manufactured by the Company and process orders for replacement parts. Assist service agencies, parts distributors, engineering, sales and others on service matters.

 PRIMARY RESPONSIBILITIES:

1. Provide customers with parts information and refer them to the nearest service agency or parts distributor when appropriate.   Receive and process requests for service parts via telephone, email and other available forms of electronic communication.

2. Check and inspect the original equipment or genuine parts returned and submit investigation report to Int’l Service Manager. Provide technical repair service and conduct hands-on repair. 

3. Complete the order process entry for replacement parts in computer from fax and electronic/online media.

4. Provide technical and service assistance to sales personnel, representatives and Customer Service personnel as required.   Act as liaison between engineering and service operations to resolve equipment performance issues.

5. Perform various administrative tasks related to order processing, warranty claims and other service documents necessary to manage the service operation. Assist with the maintenance of service records and files.

6. Assist the International Service Manager in planning, organizing and conducting training for the service and repair of equipment by service technicians, maintenance personnel and other equipment people.

7. Maintain a high level of product and technical knowledge through training seminars, technical classes and equipment audits.   Attend industry trade shows, trade meetings and visit service agencies when requested.

8. Maintain a monthly Operations Report to keep International Service Manager apprised of warranty service requests and service performed in South East Asia.

9. Keep International Service Manager informed of Service Agency needs, coverage and training requirements and assist in establishing and maintaining a network of independent service providers.

1. Attend Service Agency meetings and travel to Service Agencies for inspections and audits.

REPORTS TO: Service Representative reports to the International Service Manager

SPECIAL REQUIREMENTS:

Ÿ       2 years of college or related experience

Ÿ       5 years in technical service field preferred

Ÿ       Technical aptitude and basic knowledge of electrical theory.

Ÿ       Excellent people skills, including written and oral communications.

Ÿ       Ability to work without supervision and make independent decisions.

Ÿ       Proficient on the use of computers