Field Service Engineer - Malaysia - Nordson Corporation

Description

• Installation and commissioning new system/sensor, troubleshoot, repair and provides training to customers on process measurement and control equipment for all line of business (LoB), including FE&C, FB&T, C&T and ESM.
• Provides direct technical support to customers/reps/distributors, including but not limited to telephone/email/remote troubleshooting, parts testing and preparation, assistance with repairs at customer site and depo, report preparation, coordination and follow-up with reps, shipment to & from to customers and NDC, quote, repair estimate, payment, shipment coordination etc.
• Ability and willingness to travel regularly/extensively throughout Malaysia, Singapore and APAC region, valid passport and travel documents are required, company will help and cover the costs.
• Maintains excellent customer and reps. relationships through effective support.
• Ensures timely and efficient installations, service, repair, and preventative maintenance. Occasionally working after office hrs and weekends based on need.
• Maintains excellent record keeping and documentation.
• Consistently improve response times, both on-site and via phone to all stake holders
• Timely and detailed reporting to NDC Management in English on the issues, progress, product failure, assistance, opportunities, Feedback for product/service offering, Revenue tracking etc. Work closely with marketing, product management and Sales team to provide feedback and recommendations for new products, product enhancements, new development and competitor analysis.
• Compliance with local Nordson and NDC global policies and procedures
• Special attention to compliance on ethics, safety, quality
• Ability to understand the electronic board connection and circuit diagram, diagnose the fault and ability to repair an instrument with guided manual/instructions.
• Drive and promote customer service product sales in the region – AMC, bundled spares, source exchange etc including drive customer satisfaction and NDC Brand
• Accompany sales personnel/reps as and when demanded on key customer visits to reinforce the customer care agenda/instrument demonstration and enhance the sales group's ability to capture new accounts.
• Discuss and explain the content of the installation package (layout, drawing, installation, mechanical & electrical, interface etc.) to customers and machine builder. Coordinate for site preparation and execution and timely completion
• Coordinate and effectively communication amongst all stake-holders – NDC Engineering & PM Team, Machine builder and end-user customer.
• All other duties, as assigned.