After Sales Engineer

POSITION PURPOSE

The After Sales Engineer is responsible for handling technical warranty claims, complaints, problems and questions from customers to assure Hyva's service level.

MAIN TASKS & RESPONSIBILITIES

1. Claim handling process
2. Pro-active technical support (product already in use)
3. To give training (internal & to our customers)

• Responsible for providing first class warranty handling and problem solving to our customers, so the After Sales team creates increased value for the company;
• Handles and resolves all incoming technical warranty cases from our subsidiaries, dealers and direct customers in the warranty database within the given time parameters;
• Interfaces with relevant departments as part of warranty process to resolve the issue;
• Manages warranties according to Hyva’s guidelines and principles;
• Reporting 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. This will include developing direct relationships with key clients and helping the Aftersales teams to troubleshoot technical problems. In other words: support the technical helpdesks, visit subsidiaries and give local technical support
• Define and execute field trainings for trainers, product managers and customers (country & dealer level).