Field Service Engineer

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募集要項

会社概要

同社は、ヨーロッパに本社を持ち、真空バルブにおいて世界・日本国内ともに高いシェア率を誇るグローバルカンパニーです。
50年以上の経験を持つトップメーカーとして、高品質な製品を提供し、最先端の研究にも用いられる真空バルブを供給しています。
カスタマーサポートも充実しており、効率的な納入体制を整えています。液晶パネルやプラズマパネルなどのデジタル家電の製造工程で重要な役割を果たしており、需要が増加しています。製品は手のひらサイズの小型バルブから、核融合プロジェクトに使用される全長3mの大型バルブまで、多岐にわたります。
グローバルなサポート体制と世界基準の製品開発が競合他社にはない強みです。

業務内容

The Field Service Engineer (FSE) is the front line to help customer to use products with higher efficiency by fixing the troubles occurring at the customer sites and providing solutions for the customers. FSE needs to obtain the satisfaction from customers by executing field support functions (remote diagnosis, on-site trouble shooting, follow-ups after the troubleshooting, customer complaint handling and replying questions from customers). FSE also needs to work closely with application team and sales team to understand the customer’s requirements and situations better.

ーーーーMain responsibilitiesーーーー

• Perform remote diagnosis to fix the trouble remotely if it is possible.
• Perform on-site support to fix troubles when the remote troubleshooting does not work well.
• Handle spare parts properly to supply them to customers for the troubleshooting.
• Consult to CH (Headquarter) or MY (production site) to obtain supports when it is necessary.
• Escalate the trouble to the management in timely manner when it is necessary.
• Perform follow-up activities (service report, trouble analysis report, 8D report) after the repair is completed.
• Prepare documents to obtain better understanding from customers.
• Offer innovative solutions to fix troubles happening at the customer site.
• Offer the service kits to customers by utilizing any chances to contact to them.
• Transfer field knowledge to account managers (sales) and support them to obtain more orders.
• Input all the activities in CRM system. Close cases immediately after the necessary work is done

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応募条件

■Minimum requirements

• Technical competence for mechanical and electrical. Software nice to have.
• Customer support/engineering/field support work experience.
• Remote and Field trouble diagnostic skill and experience.
• Strong customer focus and commitment to the customer satisfaction.
• Basic vacuum knowledge and industry knowledge of SEMI/FPD.
• Demonstrated verbal and written communication skill in Japanese and English.
• Advanced skill in presentation and in dealing with customers.
• Demonstrated ability to work in a team-based environment.
• Demonstrated skills in using computer applications (Word, Excel, PowerPoint, Outlook and CRM).

■Preferred qualifications

• Technical competence for software nice to have.
• Quality Management or Quality Assurance experience nice to have

給与

600 - 800 万円

勤務地

東京