After Sales Engineer - BU Components

POSITION OVERVIEW

The After Sales Engineer is responsible for handling technical warranty claims, complaints, problems and questions while delivering first class customer service.

MAIN TASKS AND RESPONSIBILITIES

• Responsible for providing first class warranty handling and problem solving to our customers, so the After Sales team creates increased value for the company;
• Handle and resolve all incoming technical warranty cases from our subsidiaries, dealers and direct customers in the warranty database within the given time parameters;
• Work with relevant departments as part of warranty process to resolve issues;
• Manage warranties according to Hyva’s guidelines and principles;
• Report on After Sales statistics, trends and financials;
• Identify root cause analysis to improve reliability, production quality and design, and follow up on these items;
• Provide inputs to R&D, Quality, Engineering, workshops on serviceability and maintainability;
• Visit key regional personnel and dealers in conjunction with the product application/support teams to provide in depth product knowledge, including developing direct relationships with key clients;
• Support the technical helpdesks and After Sales teams to troubleshoot technical problems;
• Provide local technical support;
• Define and execute field trainings for trainers, product managers and customers (country and dealer level).

POSITION REQUIREMENTS

• Educational Level: Bachelor Level
• Professional Experience: 1-3 years of relevant experience