Assist in reviewing the service calls when needed by the Area Service Manager before dispatching an engineer.
Always be properly prepared for calls.
Check with customer contact for equipment symptoms
Connect to customers' system if necessary and able.
Bringing all required spares plus whole unit replacement whenever possible
Ensure SinglePoint application is updated in a timely manner.
Provide local technical support and training to engineers as needed.
Follows all escalation policies and procedures to set example for others.
Follow up with customers after the completion of service calls to ensure that they are updated in a timely fashion, professional, and to their satisfaction.
Assist with analysis of and, investigating issues of any repeat calls notified of.
Ensure all Site Audits are done according to policy.
Assist with zero spares analysis for new contracts and submitted to ASM for review within 30 days of a contract start.
The work areas and the general appearance of the office are to be kept clean, orderly and all systems are to be returned to functional state within 5 business days of a repair.
Assist with increasing the technical ability of all engineers via on the job training.
Assist in creating technical tips for products familiar with or expert on.
Ensure call procedures are followed and a plan of action is ready prior to service calls to insure that calls are being handled in accordance with SMS|Curvature procedures.
Adhere to dress requirements and professional conduct at all times.
Perform and complete projects assigned in a timely fashion or before a requested due date.
Returned parts from customer sites are to be tagged, re-tested, and status forwarded to supervisor or to logistics in a timely fashion for a decision on their disposition.
Ensure singlePoint and SAP data entry is timely accurate with, proper opening and closing of service calls, along with accurate parts usage for parts replaced.
Strive to have 100% accurate cycle counts for inventory preparedness.
Ensure incoming inventory received is entered into MAS within 7 days; tested and located within SAP within 14 days.
Approve and order spare parts as needed or required.
Keeps defective and field returns current and updated on a weekly basis.
Assist or make recommendations in the hiring process.
Ensure special projects are properly staged, tested and installed for all customer ordered equipment.
To support business in pre-sales consultation and implementation support
Assists in special projects as time permits in both the planning and execution phases of projects.
Participate as member for Asia Competency team to provide domain expert advice
Backup the ASM role during his absence
Perform standby rotational 24x7 standby duty for onsite
Thrives in a fast-paced collaborative environment
Ability to handle and resolve recurring problems
Effective with time management and prioritization
Flexible attitude and ability to adapt to changing priorities
Strong organizational skills
Enjoys working on teams
Effective communication skills via face-to-face communication, email and phone
Self-starter, demonstrates initiative and commitment.
Professional Qualities and Experience:
A minimum 5 to 10 years of experience in field service. Thorough product knowledge and proven skills in operating or troubleshooting hardware and associated operating systems for minimum one of the primary skillset indicated below. Additional platform skills will be an added advantage.
IBM pSeries Equipment (RS/6000) - Primary
IBM iSeries Equipment (AS/400) - Primary
IBM zSeries Equipment (Mainframes) - Primary
IBM xSeries Equipment
EMC Clariion Storage
Hewlett-Packard 9000 Unix, Classic DEC AlphaServer’s and VAX, HP 3000
Hewlett-Packard ProLiant servers
Dell PowerEdge servers
Dell CLARiiON Storage
Cisco Systems routers and switches
Fujitsu PRIMEPOWER servers
Thoroughly familiar with system installation, hardware replacement procedures and firmware upgrades on multiple platforms. Engineer should be very experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers. Escalates fewer than 15% of his service calls for assistance.
Possess a full understanding of customer service philosophy and procedures of the company. Possess the ability to be persuasive with customers, keeping “customer satisfaction” as a guiding factor. Have the skills to assist in motivating staff and mentoring fellow engineers and juniors and is expected to be proficient in web and remote based training.