Service Engineer (SE) - Attractive Salary

Work Schedule: Full Time
Hours per Week: 40
Travel: 75%

General Information
The FOSS organisation has over 50 years experience in serving the Food Industry worldwide with quality analytical instrumentation. The company supplies dedicated analytical solutions for quality and production control for the Food Industry
FOSS SEA has regionally based sales, applications, and customer support personnel throughout the region. Their talented team is ready to help improve the efficiency, control, and profitability of their customer’s operations

Location
- The position will be located in Hanoi, Vietnam. There will be occasional administrative duties in Ho Chi Minh City. The role is responsible for supporting activities across the FOSS Vietnam territory, with some travel to carry out duties at customer sites as necessary

The Role
- The Service Engineer (SE) has the main responsibility for first line response for support incidents.
Reporting to the Service Manager (SM), the SE will be communicating and working closely together with other FOSS colleagues, as well as having daily contact with customers.

Main tasks
- Ensure that all incoming support incidents are handled and logged into the CRM system.
- Support the SM in the work within the service department
- Install, Commission, Maintain and repair FOSS Instruments in the field
- Handle first line customer calls and successfully resolve via phone technical support or remote diagnosis tools
- Identify further course of action for any escalated incidents
- Liaise with the customer administration team to advise on escalations
- Work with 2nd line support to escalate as and when required to
- Internal reporting – complete all SI’s assigned in a timely and accurate manner
- Maintain the equipment demonstration log and coordinate all demo shipments and checking/maintenance in accordance with requests
- Liaise with sales colleagues to assist and support with technical questions and demo support as requested via service coordination
- Assist and support coordinators and logistics staff with technical expertise and advice

Job Description Service Engineer (SE)
- Assist and support field based colleagues with request for technical support and assistance as and when required
- Train users in software applications and correct equipment operation and maintenance
- Ensure a high level of customer satisfaction by monitoring assigned support activities and maintaining an appropriate level of communication
- Comply with safety standards, company policies, and business objectives
- Maintain accurate accounts of services performed and submit activity and expense reports using designated resources according to company and department policy and procedures
- Keep abreast of product and policy information through frequent review of company intranet and website portal
- Attend service meetings and training sessions

The above are expected to be the main tasks of the role holder, but are not exhaustive. Additional activities will from time to time be required on an ad-hoc basis as and when required by the SM.

Qualifications
- The ideal candidate has a higher, technical education, and experience field service, as well as experience in communicating and dealing with customers and departments within a large corporate oganisation.
- Computer skills, including Microsoft Office suite applications such as Word and excel is required for preparing customer reports.

Personal skills
- Has a strong interpersonal and communication skill.
- Has a high degree of integrity and professionalism.
- Is structured, well-organized and conscientious.
- Is able to demonstrate an ability to self start
- Is able to demonstrate an ability to prioritise both own work load and escalations
- Is a good team-player and is able to work across internal organization matrix
- Is a strong relationship-builder, both internally and externally
- Has the ability to deal with work tasks in a prompt and professional manner.
- Has the sense of urgency and keeps deadlines.
- Technical experience in electronics a strong advantage
- Able to read and understand English
- Experience in NIR and/or Chemistry an advantage

- Training on products in Vietnam and abroad
- International and stable work environment
- Dynamic team and open atmosphere

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