You will be responsible of the support to the Customers and to the Sales team with tech request, providing them both with their best experiences as their consultant.
With reference to the field side, you will be responsible to support and solve their technical issues till the fullest customer satisfaction. If needed, you will be required to go on site. (1 - After sales tech assistance – on site and remotely)
At the same time, your duty will be to develop the product’s support level network and to actively educate our partners (technician, marketer, end users). (1 - After sales tech assistance – on site and remotely)
You will join the sales reps during customer visits, held training sessions to customers and colleagues and be the spokesman in seminars. (2 – Scaling product knowledge both inside and outside)
With reference to the internal side, your main task is to scale product knowledge across the organization and strengthening product feedback loops. (2 – Scaling product knowledge both inside and outside)
It may include supporting the other Depts. with the management of warranty and goodwill cases and processing quality feedback by giving them your point of view when required to. (3 – support other Depts.)
You will be one of the key advisor for the Product Manager, the R&D leadership and the HQ leadership re. the benchmarking of SEKO vs the competitors and re. the trends of the market. (4 – Market knowledge and analysis)
Responsibilities and duties
?Well familiar the AODD pump(氣動隔膜泵）.
?Assists our network in solving technical problems on customer site or remotely; (1)
?Provide post-sales assistance to Customers in terms of operation and maintenance consultancy; (1)
?Helping to ensure proper installation and maintenance is achieved; (1)
?Provide assistance to sales team and Customers, in terms of product identification and technical solution proposal, replying to their question with respect to market service time; (2)
?Become the internal technical reference for advanced services to support sales and other colleagues of the technical team; (2)
?Organize customers training and seminars (2)
?Support the review of service and product quality claims by the Quality Dept.; (3)
?Providing feedback to our internal suppliers to improve our overall service level; (3)
?Competitive benchmarking – Develop a process, make that a part of integral operating process of the team. (4)
?Understand and study the market to analyze its prices and trends (4)
?Collecting customer feedback (4)
Qualifications & Skills
?Ability to speak and write in English fluently;
?Proven strong hands-on experience in technical support on the industry of scope equipment, including IoT connected equipment;
?At least 5 years' experience in the same or similar role;
?Know-how about industry of scope environment;
?Technical expertise,
?Excellent analytical, problem-solving, and decision-making skills.
?Customer oriented and reliable
?Great communicator by written, verbal, and in-person presentations