Key Responsibilities
Presale activities
Support system integrator (SI) and end- users to resolve application issues.
Work with sales team to propose/offering correct products or solution to SI/customers
Training- Conduct product, application trainings, maintenance trainings for SI and end- users
Teamwork working and team player with department members to achieve team goal
Support to SI and end user on offering complete solution with robot, vision, and 3rd party integration
POC- Support to SI / EU (End user) for POC as well as work closely with sales team to progress leads though successful POC
Guide sales engineers on responses to market demands, requirements, competition activities
Render technical support to sales promotion activities such as hybrid webinar/seminar/roadshows & exhibitions.
Creating and maintaining strong relationships with channel partners, customers, understanding their needs and providing specialist support and solutions
Manage and maintain solution centres and demo units: Operational, tidiness, safety & cleanliness
Service Activities
Identify potential authorised service partners to appoint and support customer
Proposal & quotations for spare- parts and service support to channel partners and customers and ensure timely billings of service provided
Identifying opportunities at end user to promote sales of Parts & Services.
Attend service calls on- site or online within the expected turnaround time
Work with RHQ Service/technical team to identify root causes of technical issues, support internal junior engineers to resolve customers application issues.
Providing technical support by identifying technical problems and determining corrective actions in own area of expertise via remote or on- site service in any service category (installation and commissioning; maintenance; repairs; engineering and consulting; advanced services; extensions, upgrades, and retrofits; end of life services, replacements, etc.)
Work with RHQ & SEA countries to perform after sales service to global customers
Reporting early on any technical/contract/quality/program/cost issues to RHQ, along with recommendations for resolution.
