About this role
Responsible for performing service activities and responding to technical inquiries remotely and on-site at customer locations. Provide product support and troubleshoot technical issues to ensure timely and effective resolution.
KEY RESPONSIBILITIES
Impact on Business
- Remote and on-site support service on Festo products
- Troubleshooting, commissioning, dimensioning of Festo products
- Initiation of On-Site Support if necessary
- Case escalation if problem solving is not possible.
(Hand over to Service Coordinatoror next level support)
- Ensures compliance with agreed dates and timelines
- Transferring of expert knowledge to Festo colleagues
- Planning, documentation and reporting of service/support activities
- Flexibility in working times
- Highest technical competence in working with Festo Products and systems (E.g. Specialized on assigned Topic, etc)
- Any other adhoc tasks from line manager from time to time
Communication with internal and/or external Customers, Suppliers as well as Third Parties
- Case escalation to Cluster Topic Expert if problem solving is not possible. Final escalation to TSHQ.
- Ensures a close cooperation with different depts. (Solution Engineering, Application Engineering, Concept Engineering, Quality, etc.) as far as necessary
Innovation and Change
- Failure identification, root cause analysis, identification of suitable measures, fault clearance, implementation of improvement measures of Festo products
- Development, maintenance and execution of test and simulation (after sales) in the Festo Experience Center, when necessary
- To observe any potential of process change opportunity
REQUIREMENTS
Educational Background
- Bachelor’s Degree in Mechatronic, Electrical or relevant field
- Master’s Degree will be advantages but not mandatory
- Diploma can be considered based on work experience
Extended Knowledge and Experience:
- Customer service oriented
- Good interpersonal and communication skills
- Good spoken and written in English
- Experience in Control system, PLC programming (Festo, Siemens, Omron, Allan Bradley, and/or Beckhoff), sensors, motor controller, servo motor, and/or remote IO.
Personal Competencies
- Strong analytical and troubleshooting mindset
- Excellent communication and interpersonal skills
- Customer-oriented attitude
- Self-driven and capable of working independently
- Ability to manage multiple service cases simultaneously
- Willingness to travel within Vietnam and occasionally within Southeast Asia
- Strong sense of ownership and accountability
Country: Vietnam (VN)
Location: Ha Noi
Company: Festo Co. Ltd.