Main?duties:?
Technical?Support?Duties:
?Assess?customer?requirements(via?email,?phone?or?video?conferencing)?and?select?most?suitable?products
Instigate?and?continue?communication?with?customers?to?ensure?full?technical?understanding?of?the?proposed?application
Create?new?bespoke?product?specifications?if?existing?products?do?not?fulfil?the?requirements
Specify?and?coordinate?test?specifications?for?any?new?product?variants
Assist?in?the?maintenance?of?the?Technical?Support?portion?of?ERP?system
Liaise?with?Drawing?Office?to?provide?technical?documentation?required?by?customers
Liaise?with?Design?and?Lab?to?introduce?new/bespoke?products
Analyse?customer?specific?requirements?and?issue?concessions?on?build?parameters?where?needed
Provide?input?for?continuous?improvement?for?the?Technical?Support?process
RMA?Duties:
?Liaise?with?cumtomers?to?ensure?product?returns?are?processed?correctly?
Conduct?RMA?investigations?to?determine?Root?Cause?of?failures?for?returned?units
Utilize?8D?and?Root?Cause?&?Corrective?Actions?tools?to?determine?reasons?for?failures?and?mitigation?strategy?
Assist?in?maintenance?of?RMA?System?
Provide?input?for?continuous?improvement?for?the?RMA?process?
Prepare?and?issue?reports?for?any?investigations?undertaken?
Monthly?analysis?of?returns?data(Excel?at?the?moment)
Liaise?with?other?department?(Sales,?Production,Technical)to?gather?infromation?and?procure?assistance?as?required?
Convey'Lessons?Learned'?and?'Best?Practices'to?the?Albright?organization?
?Tools?and?equipment?used:
?MS?office,?SharePoint?&?edrawings?Albright?ERP?and?RMA?System?(On?job?training?to?be?provided),?Familiarity?with?use?of?general?Electrical?Equipment?such?as?Power?Supplies,?Digital?Multi-Meters,Digital?
?Working?conditions?/degree?of?effort?required:?
Primarily?this?role?is?based?at?AC?Shanghai?site,?however?occasional?travel?to?customers'facilities?and?Test?House?may?be?required?
Qualifications/education?requred:
Degree?or?above?in?an?Engineering?based?discipline,ideally,?Electrical?or?Mechanical.Product?Knowledge?requires?a?good?understanding?of?Electromechanical?Principles.
Experience?required:
Understanding?of?Electromechanical?principles?is?a?must?
Understanding?of?Electromagnetic?principles?would?be?desirable?
As?this?is?a?customer?facingrole,?experience?of?liaising?directly?with?customers?by?email,phone?and?video?conferencing,?is?essential?
Good?level?of?written&spoken?English?will?be?required?in?order?to?support?worldwide?enquiries?and?liaise?with?UK?design,Test&RMA?functions
Specialist?training?required:
Specific?training?will?be?provided?to?enhance?Product?Knowledge?
Trainng?on?Technical?Support?process?will?be?provided?by?mentor?and?Technical?Support?Manager?
Training?on?RMA?investigation?&?report?writing?process?will?be?provided?on?site?by?mentor?
Training?of?ERP?AND?RMA?system?will?be?provided?by?mentors.
Report?to?AC'S?G.M?and?Techincal?Support?Mananger?at?the?Whichurch?site?in?the?UK