Job Description

Installation and commissioning new system/sensor, troubleshoot, repair and provides training to customers on process measurement and control equipment for all line of business (LoB), including FE&C, FB&T, C&T and ESM. Provides direct technical support to customers/reps/distributors, including but not limited to telephone/email/remote troubleshooting, parts testing and preparation, assistance with repairs at customer site and depo, report preparation, coordination and follow-up with reps, shipment to & from to customers and NDC, quote, repair estimate, payment, shipment coordination etc. Ability and willingness to travel regularly/extensively throughout Malaysia, Singapore and APAC region, valid passport and travel documents are required, company will help and cover the costs. Maintains excellent customer and reps. relationships through effective support. Ensures timely and efficient installations, service, repair, and preventative maintenance. Occasionally working after office hrs and weekends based on need. Maintains excellent record keeping and documentation. Consistently improve response times, both on-site and via phone to all stake holders Timely and detailed reporting to NDC Management in English on the issues, progress, product failure, assistance, opportunities, Feedback for product/service offering, Revenue tracking etc. Work closely with marketing, product management and Sales team to provide feedback and recommendations for new products, product enhancements, new development and competitor analysis. Compliance with local Nordson and NDC global policies and procedures Special attention to compliance on ethics, safety, quality Ability to understand the electronic board connection and circuit diagram, diagnose the fault and ability to repair an instrument with guided manual/instructions. Drive and promote customer service product sales in the region - AMC, bundled spares, source exchange etc including drive customer satisfaction and NDC Brand Accompany sales personnel/reps as and when demanded on key customer visits to reinforce the customer care agenda/instrument demonstration and enhance the sales group\'s ability to capture new accounts. Discuss and explain the content of the installation package (layout, drawing, installation, mechanical & electrical, interface etc.) to customers and machine builder. Coordinate for site preparation and execution and timely completion Coordinate and effectively communication amongst all stake-holders - NDC Engineering & PM Team, Machine builder and end-user customer. All other duties, as assigned.

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