Technical Service Support NE Asia

The Technical Service Support NE Asia is responsible for supporting the commercial activities in the Region, pursuing and consolidating the highest quality of service with which our products are recognized on the market.

• Reporting functionally to Service Manager in HQ
• Reporting hierarchically to the Regional Technical Service Manager

Main Responsibilities

Manage the Services for the costumers and Support activities to the Sales Area Managers.

The interaction with the customers shall be done through the following actions:

• Technical training on the products portfolio
• Providing support at the installations service activities and in the management of the related issues;
• Management of the relationships with the technical services of the distributors;
• Management of the warranties and the planned maintenance activities;
• Raise the awareness towards the mix of services/products with higher added value;
• Analysis and reporting of machine performance and malfunctioning data according to the procedures defined by the central service functions,
• planning of the activities in agreement with the Technical Service Manager supporting the Sales Area Managers
• Relationship with the HQ;
• Ensures that all technical assistance services provided fully respect the guidelines, processes, and procedures defined by HQ

Requirements:

• In-depth knowledge of the following products: traditional espresso coffee machines, fully automatic coffee machines, coffee grinders;
• Electromechanical background and basic hydraulic knowledge;
• Microsoft Office tools;
• Fluent in English, written & speech,
• Good communications skills, able to build relations with customers & staff members;
• Flexibility, proactive attitude toward customers and company needs
• Availability to travel and cover APAC areas
• Others
• Provide technical feedback to Product Marketing
• Sales support
• Client support of major service customers.
• Contract management (Service / Technical items)
• Field Service
• Best practice of quality of field work.
• Auditing
• Call efficiency
• Project work

Requirements

• Excellent customer focus
• Service background
• Strong analytical skills
• At least 5 years experience in similar role
• Track record of producing and managing the implementation of innovative business solutions
• Computer skills
• Desire to work in a small organisation and make a difference
• Engineering background