Basic Accountabilities:
1. Provide consultative pre-sales and technical support for Customers and Sales
o Daily technical pre-Sales support, incl. but not limited to customer presentations, product and solution selection and operations, bid support, etc.
o Ability to identify technical demand of customers during visits / onsite service and initiate pre-sales activities
o Seeking out customer applications and used products and identify potentials with Turck product and solution portfolio
2. Provide expert after-sales support
o Provide on/off-site customer service consultation and support (incl. hotline)
o Technical investigation of customer claims, by e.g. inspecting the technical claims on site when necessary
o Verify and analyze possible defects / performing root cause analysis (incl. onsite technical environment conditions)
o Determine and execute measures for recommendations, resolution of equipment / product repair and spare
o Supporting in technical statements and communications to customers; interact with the different key actors to develop these statements
o Feedback product and solution deficiencies to Product Management supporting initiation of product improvement measures
3. Provide the customers with the necessary technical expertise to enable them to operate the product purchased
4. Ensure Customer Satisfaction
o Must have a high level of customer-orientation as well as the ability to respond quickly to service calls
o Documentation of each Service deployment with customer feedback of satisfaction and improvement proposals and follow up as necessary to ensure customer satisfaction
Principle Working Relations (both in Internal and External)
1. Working with the product managers, sales channels and customers in order to development and argumentation of customer value-add in conjunction with the proposed products and solutions before and during a sales contract process
2. Working with the product managers, customer service, production, R&D, sales channels and customers in order to verify and analyze the customer claims, trouble-shoot and solution-finding after the sales contract process
Qualification Requirement:
1. Education Requirement
University degree (major in Industrial Automation, Electrical Engineering, Electronics, Mechanical Engineering and/or similar)
2. Work Background Requirement
At least three years related experience on technical pre- and/or after-sales support and maintenance, system test, etc.
3. Ability Requirement
？ Analytical, logical and strategic thinking
？ Creative and pragmatic hands-on capabilities
？ Discretion due to the confidential nature of information
？ Interpersonal and communication (people) skills
？ Flexible/adaptable to unexpected situations and change
？ Complex problem solving and decision making
？ Working intercultural environments
？ Multi-linguistic skills (verbal and written); min. English and Chinese
4. Personality Requirement
？ Ethical/high personal standards
？ Personality: Honesty, loyal & team work player, strong-willed