Technical Service Support Fc

4 weeks ago

กรงเทพมหานคร, Thailand BOBST Full time

Technical Service Support FC & CB

BTH - Bobst (Thailand) Ltd

**Objectives**
This role provides technical support to Customers, Service Center, Sales, and Field Service Technicians. The TSS supervises Field Service Technician assignments and manages machines warranties, installations, and part assembly for customers. Analyzes and proposes technical solutions to our customers or our technicians. The ability to follow-up on all activities and projects, particularly coordinating date changes with all internal and external customers, is a key expectation of this role.

Provide support and close collaboration to all technical questions that unable our Spare Part admin to create notifications. Additionally, he is expected to provide valuable business updates, share his market and technical knowhow with the ASM and the local Sales on request.

Close collaboration with a wide variety of people in the Bobst Group Organization, our regional TSM & TSS, all PL service team, including administration, is expected and will be a measure of success.

**Position Summary**
This office position leads the effort to supervises Field Service Technician assignments, support all our Regional Spare Part admin for the existing Customer base, by working closely with them on a regular basis to identify their needs and expectations.

The TSS is expected to give strong technical assistance to BTH field service engineers and BTH ASM when required. He assists and supports our Spare Parts Admin by using his technical background to ensure part technical analysis when possible.

A key aspect in managing the technical information and database to ensure the availability at BSC SEA Level of all necessary information in order to respond and deliver answers on a timely basis. He will work closely with the TSM to ensure a constant and accurate exchange of the technical information. The TSS is expected to build excitement, enthusiasm and confidence to the customer base in their territory. This person helps promoting Service Products to the end user Customers, exactly meeting their needs, using all the Group resources and to maximize market opportunities. The target market consists of all existing Group customers in the assigned territory.

The Role is part of large international organization and is respected by the organization as he respects the people within it.

This is a full time position BTH Office based within the specified territory compensated through base salary and PRP (Performance Related Pay) and may require from time to time, significant overtime due to the importance of completing regional implementation projects. The typical work week will be Monday to Friday and may include occasional travel. The TSS will be energetic, an effective communicator, and one who is able to operate independently while using the wider organization effectively.

The Technical Service Support reports directly to the Zone Service Director
and guidance from the Director of Customer Service.

**Main Responsibilities**

**1. Provide technical Support to Spare Part Admin across the country**
Leads the effort to support all our Regional Spare Part admin (BTH) for the existing Customer base, by working closely with them on a regular basis to identify their needs and expectations.

Proactively develop and maintain relationships with Customers internal & external. Lead by example, taking a proactive, customer focused approach. Bring new ideas back to the SEA Organization for consideration and implementation.

**2. Support the ASM on Service Product Sales Objectives.**
Use his experience, to identify, develop, and gain business; proactively develop and maintain relationships and pursue opportunities for additional business with existing Customers, in particular:

- Consumable parts, Catalogue items
- PIP/Ancillary Products
- Field Service Labor
- Machine moves

**3. Manage Critical Machine Situations**
Recognizing the importance of machine down situations for a Customer work actively with the regional service team to find the best and most efficient solution to find the right field technician(s). Where technicians need to be removed from a Customer to satisfy another agreed need, work to explain this to the customer in a professional way.

**4. Support the Local / Regional Field Service Technicians.**
Maintain regular contact with the local / Regional Field Service Technicians to ensure that Customer information is shared. Support and advise them about particular Customers’ needs and requirements. Be aware of the training requirements established and make recommendations as appropriate taking every opportunity to balance skill levels and work load. Provide feedback on their performance.

**5. Coordinate with the SEA Organization.**

Work closely with the local and regional service team in order to provide the best, most efficient customer solutions. Develop a plan and leverage the Group resources to win back dissatisfied Customers.

**6. Develop and submit proposal

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