Customer Service Engineer

Danaher Corporation

Esko is the worldwide market leader with software for packaging buyers, designers and manufacturers and hardware products for the packaging, label, sign and display industries.

With Headquarters in Gent - Belgium, Esko employs around 1,200 people worldwide. Its global sales and support organization covers Europe, the Americas, Asia/Pacific and Japan.

 

Main role / Job Objective:

 

To develop and increase market share in Indonesia by tapping on various vertical segments that Esko’s Products & Solutions can be sold to.

 

Main responsibilities and key activities:

  • Trouble-shooting, pre-installation, installation & commissioning of systems.
  • Liaison with customers & other team members to ensure that system delivery is properly scheduled, and customer sites adequately prepared for planned installations. 
  • Provides telephone/remote support to customers and attends to service calls.  Diagnoses all aspects of technical faults reported by customers in a systematic process and ascertains probable/possible causes before actual despatch to site.  Must be properly equipped with the proper tools and where possible, the appropriate spare parts before going to site.
  • Conducts regular maintenance services for customers under preventive maintenance programme.
  • Plays a pro-active role in encouraging customers to sign maintenance contracts, by having a good understanding and knowledge of our customer care programme.
  • Provides pre- & post-technical support during road shows, trade-exhibitions and demonstrations.  Works closely with other team members in ensuring that systems are up and running before and during such events.  Takes responsibility for proper post shutdown and dismantlement as well.
  • Participates in on-the-job training sessions as well as in occasional overseas training. 
  • Takes a pro-active approach in identifying and preventing potential problems.
  • Seeks help from internal/external/alternative sources such as competence centers, colleagues, third-party companies, etc.
  • Ensures all customer calls are properly logged and recorded in the internal systems.
  • Administrative responsibility to ensure that all chargeable activities are invoiced in a timely & structured way and that visits to customers are documented by means of service reports.
  • Ensure that expense reports are submitted in a timely fashion.
  • Monitors and justifies movement of spares inventory and participate in stock takes.

Qualifications and professional knowledge:

  • A university degree or equivalent technical qualifications in Electrical & Electronics Engineering with 5 – 7 years’ post-sale hardware servicing & systems experience, preferably in the packaging or printing industry
  • Strong troubleshooting & diagnostic capabilities with good application knowledge of various operating & networking system.
  • Experience with machinery involving lasers or optics will be highly advantageous. Alternatively, those with experience handling wide format digital printing equipment.
  • Self-motivated with pro-active and non-procrastinating approach to problem analysis and problem solving.
  • Applicants should be Korean citizens with good communications skills in both English and local business language

Competencies (personal qualifications): 

  • Excellent customer service skills with the ability to build proactive relationships at all levels
  • Have strong leadership skills but be able to work as part of a team
  • Highly motivated
  • Independant
  •  

Danaher is a Fortune 200, NYSE-listed, science and technology leader that designs, manufactures and markets innovative products and services to professional, medical, industrial and commercial customers. Our premier brands are among the most highly recognized in each of the markets we serve. The Danaher Business System provides a foundation to our 63,000 associates around the world, serving customers in more than 125 countries. In 2012, we generated $18.3 billion of revenue from five reporting segments: Test & Measurement, Environmental, Dental Life Sciences & Diagnostics and Industrial Technologies.



See full job details and apply at employer site