Mô tả công việc
Description
Responsible for performing service activities and responding to technical inquiries remotely and on‑site at customer locations. Provide product support and troubleshoot technical issues to ensure timely and effective resolution.
Key Responsibilities
Impact on Business
- Remote and on‑site support service on Festo products
- Troubleshooting, commissioning, dimensioning of Festo products
- Initiation of On‑Site Support if necessary
- Case escalation if problem solving is not possible (hand over to Service Coordinator or next level support)
- Ensures compliance with agreed dates and timelines
- Transferring of expert knowledge to Festo colleagues
- Planning, documentation and reporting of service/support activities
- Flexibility in working times
- Highest technical competence in working with Festo Products and systems (e.g., specialized on assigned topic, etc.)
- Any other ad‑hoc tasks from line manager from time to time
Communication with internal and/or external Customers, Suppliers as well as Third Parties
- Case escalation to Cluster Topic Expert if problem solving is not possible. Final escalation to TSHQ.
- Ensures a close cooperation with different departments (Solution Engineering, Application Engineering, Concept Engineering, Quality, etc.) as far as necessary
Innovation and Change
- Failure identification, root cause analysis, identification of suitable measures, fault clearance, implementation of improvement measures of Festo products
- Development, maintenance and execution of test and simulation (after sales) in the Festo Experience Center, when necessary
- To observe any potential of process change opportunity
Requirements
Educational Background
- Bachelor’s Degree in Mechatronic, Electrical or relevant field
- Master’s Degree will be advantages but not mandatory
- Diploma can be considered based on work experience
Extended Knowledge and Experience
- Customer service oriented
- Good interpersonal and communication skills
- Good spoken and written in English
- Experience in Control system, PLC programming (Festo, Siemens, Omron, Allen Bradley, and/or Beckhoff), sensors, motor controller, servo motor, and/or remote IO.
Personal Competencies
- Strong analytical and troubleshooting mindset
- Excellent communication and interpersonal skills
- Customer‑oriented attitude
- Self‑driven and capable of working independently
- Ability to manage multiple service cases simultaneously
- Willingness to travel within Vietnam and occasionally within Southeast Asia
- Strong sense of ownership and accountability
Country: Vietnam (VN)
Location: Ha Noi
Company: Festo Co. Ltd.