Service & Application Engineer

Job overview :

The Service Engineer will provide the best and timely services to the customers to create a seamless experience and provide passionate customer orientation. The Service Engineer will take care of installation, commissioning, user training, troubleshooting, repair, calibration and annual maintenance contract services of ZwickRoell products. The Service Engineer will work independently with support from Senior when needed, utilizing training and experience to determine the best course of action to provide the best solutions to satisfy the customers

Job description:

• Installation and commission of ZwickRoell machines and instruments.
• Creation of test setup & results as per customer's testing requirements.
• Train users on proper handling of machine & software.
• Complete the Final Acceptance Test protocol with user after installation and commission and, timely submission to the customer support coordinators for warranty execution and invoice to customers.
• Servicing of ZwickRoell Group (ZRG) machines and instruments at customer sites.
• Performing regular maintenance visits for Annual Maintenance Contract orders.
• Timely submission of service reports and checklists to the customer support coordinator for invoicing to customers.
• Remote & onsite warranty / breakdown support of installed machines and instruments.
• Analyzing faults / failures with mechanical, hydraulic, pneumatic and electrical components.
• Determining nature and scope of fault / damage and advising customer with the proper follow-up procedures for procuring spare parts or arranging warranty replacement parts in accordance with commercial considerations.
• Advising customers regularly for spares & consumables of the machines and instruments for smooth operations.
• Discuss and advise the customer on new accessories.
• Follow up with customer support coordinator for timely submission of spares, consumables and accessory proposals to the customer.
• Planning of customer visits in consultation with customer support coordinator.
• Utilize the CRM system actively
• Continuously develop and maintain knowledge and expertise of the ZwickRoell Product Portfolio and Applications to enhance confidence and service effectiveness.
• Coordinate with technical team in Germany, if needed, to provide solutions for customers.

Education

• Diploma or Bachelor Degree in engineering (Mechanical / Automation / Instrumentation)

Experience

• Minimum 2 years of experience in servicing of materials testing machines and instruments
• Working experience in measurement and analytical instruments or materials testing would be advantageous

Requirements

• Basic knowledge of materials testing and properties
• Basic knowledge of hydraulics and pneumatics
• Experience in customer support activity of materials testing machines
• Proficiency with PC software
• Good communication skills
• Good knowledge of MS Office programs
• Ability to work independently
• Goal-oriented and has a flexible approach to work
• Ability to work under pressure
• Willing to travel to attend to customer complaints
• Willing to undergo continuous re-training
• Proficiency in English and a Chinese language
• Proficiency in German language would be advantageous

This position involves up to **70% regional travel within the territory and periodic travel to Germany or other international locations per annum.

- First round of phonecall screening/virtual online with HR

- If shortlisted, proceed to first round of interview with Line Manager (Virtual Online - MS Teams with stable internet connections and working camera and audio speakers required)

- If successfully selected for second round of interview, candidate will be accessed for fit in with the company culture, team members and further assessment standards and requirements as needed by management.