Indoor Service Engineer_Machine Tool Business

How brave are you? We are a high-tech company providing machine tools and laser technology, and are looking for people who can face new challenges with a fresh mind. As an independent family company, we offer you the freedom and trust to put your brave ideas into practice. With you on board, we would like to power ahead with the digital networking of the manufacturing industry. Our passion and creative drive ensure that we are an innovative force – across the globe at over 70 TRUMPF locations.

Your role

Process customer service request 处理客户服务需求

  • Receive the customer service request, take over the responsibility for the call, maintain in the system and process request接收客户服务需求,负责客户报修,维护数据系统(比如,故障,备件,应用问题,工具,合同等)并处理
  • Localize the difficult problem and take measure to eliminate the machine malfunction or application problem, guide the customer organize the service mission(enter mission in system, coordinate with supplier and determine the billing type), analyze and eliminate the machine malfunction by telephone/tele diagnose 定位困难故障问题并组织措施排除机床故障或应用问题,指导客户或者组织现场任务(在系统内录入任务,或协调第三方供应商及确定结算方式), 通过电话或远程诊断排除标准机床的故障或其它标准及附加产品(如机械,电子,液压,控制,气动 )
  • In the escalation case, determine the temporary solution and communication with customer, escalate to SCC在升级情况下,确定临时方案并且建议客户, 升级到技术专家组
  • Prepare the on-site service mission and documentation, escalate the problem准备现场服务任务,记录文档及升级问题
  • Determine and order the spare parts needed识别和订购需要的备件
  • Software upgrade进行软件升级

Organize and support service mission组织和支持现场维修任务

  • Support and guide the field engineer to solve the difficult problem, coordinate with other dpt. to solve the new problem支持和引导现场工程师解决困难问题,协调本部门及其他部门解决新出现的问题。
  • Coordinate and plan the service mission, determine the date, organize the Spare parts, service tools, fixtures, mounting kits and logistics协调及计划现场任务,确定日期时间,组织准备服务工具,工装夹具,安装包及物流等
  • Check the service report and billing type, close case or take the follow up measures检查服务报告的内容和核算方式,关闭或采取后继措施
  • Coordinate to support the installation process and application case协调其他部门支持现场工程师在装机时解决问题及客户应用等

Product care 产品维护

  • Technical service specialist of certain product family/technology 产品家族及技术的技术专家
  • Check the maintenance time, software upgrade and retrofit and organize the implementation检查维护保养的时间及软件升级和改装,并组织实施
  • Recognize the problem and improvement of product & process by the feedback and statistics, then coordinate with other dpt. to improve 通过客户反馈及统计数据识别产品及流程的问题和改善点,并和协调相关部门改善解决
  • Create and publish service news, support the documentation (like technical guide) 编制服务新闻并发布,支持编制文档(如客户技术帮助文件)

Process customer complaint处理客户投诉

  • Receive the customer complaint, process customer complaints or forward to complaint coordinator 接收客户投诉,处理客户投诉或转给客户投诉协调员

Take care of employee指导员工

  • Recognize the training needs of the field engineer and forward to supervisor 识别现场服务工程师的培训需求,转给主管

Other tasks其他工作

  • Field Service mission if needed如有需要进行现场任务
  • Improve the service process (like installation, repair, maintain) 优化服务流程(如安装,维修,维护)

 Complete other tasks assigned from the direct supervisor per business requirement. 根据业务需要,完成直属经理安排的其它工作

Your profile

  • Bachelor degree from university or AB from vocational colleges大学本科或职业技术学院
  • Major in Electrical/ mechanical engineering, automation, material processing, optical or electronics 主修机电工程,自动化,材料加工,光学或电子相关专业
  • Five years working experiences in technical service department in the same industry, preferably from TRUMF internal who has product knowledge on TRUMPF products (related working experience more than 3 years) 五年在相同工业界的技术服务部门的工作经验, 熟悉通快产品的通快内部员工优先(相关工作经验不少于3年)
  • Solid basics on related subjects such as electrical or mechanical, hydraulic knowledge在机电,液压方面有坚固的知识基础
  • Familiar with   mechanical or electrical or hydraulic or Siemens 840D control fundamentals 熟悉机械,电气,液压或西门子840D数控系统
  • Very good Analytical competence and Problem solving abilities 优秀的分析能力及问题解决能力
  • Responsibility, multi-tasking with proper prioritization, structured working style, willing to challenges and can work under pressure; carefulness 有责任心,多任务处理能力,能够确定优先权,有结构性的工作,愿意接受挑战,能够在压力下工作,工作认真仔细
  • Very strongly willing & capability to learn of new technology/mythological/soft skill 非常强的学习技术/工作方法的能力及意愿
  • Team spirit, very good communication skills with colleagues and customers 团队精神,非常强的与客户和同事的沟通能力
  • Strongly customer-orientated, good ability to convince customer. 较强的客户导向的工作方式,有说服客户的能力
  • Strongly business/cost/benefit orientated working style 较强的商业及成本盈利为导向的工作方法
  • Chinese native speaker. 中文(普通话)作为母语.
  • Good English: speaking, reading and writing, English test CET 4/6英语方面能够听说读写,4/6级英语水平
  • German is a plus会德语更好
  • Strong sense of high integrity, reliability, responsibility and customer orientation 正直可靠, 具备高度的责任心和客户导向意识.
  • Ability to handle issue independently, open-minded and with a team spirit.具备独立应对问题的能力, 思维开放,富有团队合作意识.
  • Ability to continuously learn.具备持续学习的能力
  • Observe the regulations of TCN including but not limited on the Employee’s Handbook and Code of Conduct of TRUMPF China.愿意遵守通快中国的所有规章制度包括但不限于员工手册以及行为准则.

Your benefits

What your future colleagues say

Did we convince you?

Interested? Lingling Zhang is looking forward to your online application.
We use cookies on this website. The cookies used are so-called "technically necessary cookies", which do not require the active consent of the user.