Overall Purpose of the Job:
To maintain and develop end user satisfaction with regards to introduction, implementation, maintenance and support demand order of systems designed and installed by PT. Schneider Electric System Indonesia. A service Field Engineer who has the assigned product line / type as a priority - immediate responder. To ensure comprehensive understanding of the product and system install base. Acts as a primary front-line element in the customer relationship requiring high level of direct customer facing interactions.
Responsibilities:
Field leadership of the assigned product line / type at assigned customers.
Acts as principal engineer role as customer contact and/or interface with Company organization
Responsibility for all assigned products at customer site through product life cycle
To manage software support, preventative maintenance, modifications and enhancements, routine servicing, warranty work and emergency responses.
Interacts directly with customers to address and resolve product/service concerns.
To regularly visit clients for a contract / system health check and conduct operational / performance related reviews
Responsible for managing of assigned product line / type and improving customer satisfaction throughout a case management and One Front Door (customer care) Program with the goal of growing the business
Manages all data required to understand service business quality process within assigned region / product set and seeks to drive continuous improvements.
In conjunction with Regional Service Organization, implements regional service strategy for meeting customer needs and company goals and objectives
Active contributor for driving activities and developing procedures and policy to improve the quality of the service organization.
Works closely with peers to align efforts and ensure consistency across all regions in regard to process.
Qualifications/Training/Experience/Technical Ability)
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