CNS Worldwide Executive Search is looking for a Support & Field Services Engineer on behalf of our client, a specialised American-French technology company providing environmental monitoring and compliance solutions to the pharmaceutical, healthcare, laboratory, and medical device sectors.
This is an exciting opportunity for a hands-on technical professional who enjoys solving problems, working directly with customers, and travelling across the APAC region.
Based in Petaling Jaya, you will join a close-knit APAC team and gain broad exposure across technical support, field services, system implementation, customer training, and engineering projects.
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Carry our service work to the highest possible standard in line with JCI policy & procedures and industry recognised best practices.
Ensure service work is completed safely and efficiently at all times with minimum call back and warranty expense
Ensure service reports are completed fully and to a good standard on completion of each service order or in cases where the duration of the work is in excess of one week, service reports must be submitted on a weekly basis
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Execute routine maintenance tasks, such as cleaning and replacing filters, coils, and fans, as well as checking refrigerant levels and electrical connections to enhance system
Execute routine maintenance tasks, such as cleaning and replacing filters, coils, and fans, as well as checking refrigerant levels and electrical connections to enhance system longevity and performance.
Provide expert recommendations to clients for system upgrades, repairs, and energy efficiency improvements, ensuring customer understanding of system functionalities and benefits.
Adhere to all safety protocols and regulations during installation and service operations to ensure a safe working environment for both the technician and the customer.
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Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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