Service Engineer
3 days ago
**Job description**
The Service Engineer is responsible for the technical requirements of Indonesia region. Promote sale of service extended warranty contracts. Ensure delivery on warranty contract commitments, and customer service satisfaction. Provide regular reports on current systems, service claims, field failures, warranties and over all customer satisfaction. In addition, Service Engineer is expected to perform on-site installation, preventive maintenance, and corrective maintenance for supported equipment at various customer sites.
**SPECIFIC DUTIES & RESPONSIBILITIES**:
- Promote the sales of extended service agreements and repeat X-ray purchases.
- Report sales opportunities of new units to the sales department.
- Support new and custom product installations, VIP customers, special projects.
- Perform on-site installation, preventive maintenance (PM) and corrective maintenance (CM as required).
- Complete Installation Report (including Radiation Survey, Science Claims and Performance Check).
- Deliver Customer Package (Warranty, Satisfaction Survey, Copies of Installation and Radiation Surveys)
- Must be able to complete paperwork such as service reports, radiation surveys, parts requisitions, expense reports, etc., on time, error free and in a timely manner.
- Input and maintain all data in the service databases, including Astrophysics proprietary software, and ensure timely and accurate completion by the service team.
- Track and Follow-up on service claims, accessories, and spare parts orders.
- Assist in researching and vetting local vendors to provide cost effective and high-quality product parts and accessories.
- Prepare and review quotations for installations, service visits and warranties.
- Appropriately represent Astrophysics brand to customers, vendors, public, government, and other external sources. Remain loyal to Astrophysics and its interests.
- Responsible for ensuring Astrophysics Asia service quickly and courteously responds to customers and assists in customer needs in a timely manner (typically within 1-2 hours during regular business hours).
- Ensure compliance with service warranty requirements in Asia and provide an outstanding customer service experience.
- Professionally resolve complaints, disputes and conflicts and escalate to management.
**Competencies**:
- Demonstrates job knowledge
- Shows loyalty consistently to Astrophysics
- Drives quality and excellence
- Works well with others
- Communicates effectively and thoughtfully
- Demonstrates dependability in all aspects of work
- Shows initiative and responsiveness
**Work Days/Hours**:
Full time or 40 hours per week. Workdays and hours may fluctuate, with occasional need to work on weekends and holidays.
**Education Requirement**:
- Must be a graduate of Bachelor’s Degree in Engineering or related field
- 3-4 years field service or customer service experience.
- Or equivalent combination of education and experience
- Problem solving and time management abilities
- Commitment to customer service excellence
- Ability to travel up to 50%
- Strong Indonesian and English written and verbal communication skills.
**Benefits**:
All mandatory benefits included.
**Salary**: Rp7,000,000 - Rp8,500,000 per month
**Experience**:
- Service Engineer: 4 years (required)
**Language**:
- English (required)
Willingness to travel:
- 50% (required)
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