Job Summary
Provide information concerning products, applications, and problem diagnosis to sales representatives and customers, accurately. Conduct product application testing and troubleshooting on customers applications. Possess strong communication skill including active listening, as well as strong problem-solving skills.
Principal duties and tasks
- Receive phone calls or emails from sales reps and customers and answer inquiries concerning product capabilities, specifications, and applications
- Analyze and troubleshoot customer issues via phone/email as well as on-site.
- Conduct product application testing for sales reps and customers.
- Travel to customer's site for on-site support including setup, adjustment/fine-tuning the system.
- Conduct post sales application training to customers.
- Create and update manuals for post sales application training for customers.
- May assist sales reps with on-site presentations to customers, as needed
- Proactively identify areas to improve department operation efficiency and initiate projects to achieve such improvements
- Understand and observe company / department policies and procedures
- Other duties or projects, as assigned
Requirements and Qualifications
- Minimum Diploma Holder in an engineering discipline (i.e Computer/Electrical Engineer) who demonstrates strong problem skills - identify complex problems and review related information to develop and evaluate options and implement solutions
- Ability to organize and prioritize tasks, activities, and projects for timely completion
- Active listening skill
- Analytical skill to identify the underlying principles, reasons, or facts by breaking down information or data into separate parts
- Ability to establish and maintain pleasant interpersonal relationships primarily over the phone and emails
- Ability to communicate complex ideas in a simplified fashion
- High degree of service orientation to actively look for ways to help people
- Familiar with Logic control, Microsoft Excel skills.
- Familiar with communication protocol (i.e Serial, Modbus TCP, Ethernet, EIP etc.)
- Familiar with HMI programming
Good to have
- Experience with sensors and actuators (e.g. DC motors, encoders, relays, & solenoids), Stepper/Servo Motor
- Knowledge of Database Language (SQL/MySQL)
- Knowledge of C#/Java/Python
- Knowledge of PLC (Keyence/Omron/Beckhoff)
