Field Application Engineer
2 days ago
Job Title: Filed Application Engineer
Job Summary:
As a Field Application Engineer at Advancetech, you are responsible for leading and coordinating customer support operations across pre-sales, post-sales, installation, testing, and repair services. You act as the key liaison between customers, internal teams, and OEM partners to ensure timely delivery, high-quality service, and complete customer satisfaction.
Key Responsibilities:
Customer Relationship Management:
Serve as the primary point of contact for customers across all support and service activities.
- Maintain strong relationships with clients, ensuring timely communication and issue resolution.
Handle escalations and ensure customer satisfaction through proactive engagement.
Technical Support & Services:
Supervise and coordinate pre-sales and post-sales technical support, including product installation, configuration, and testing.
- Oversee repair, RMA (Return Material Authorization), and field service operations.
Review and approve technical reports, test documentation, and service records.
Team Leadership:
Manage and guide the technical support team to deliver prompt and accurate assistance.
- Monitor workload, assign tasks, and ensure adherence to service quality standards.
Conduct periodic training sessions to enhance team technical and communication skills.
Coordination with OEMs & Partners:
Liaise with OEMs and global technical teams for product repairs, replacements, and advanced troubleshooting.
Manage warranty and RMA processes with international partners.
Reporting & Documentation:
Prepare periodic customer support performance reports for management.
- Maintain accurate records of customer interactions, service activities, and follow-ups.
Key Skills & Competencies:
- Strong customer relationship and communication skills
- Technical expertise in embedded systems, VME/VPX, and test & measurement hardware
- Experience in installation, troubleshooting, and RMA coordination
- Team management and leadership skills
- Proficiency in CRM tools and service reporting
- Excellent problem-solving and multitasking abilities
Educational & Professional Requirements:
- Bachelors degree in Electronics / Electrical / Instrumentation Engineering (or related field)
- 510 years of experience in technical support or customer service management, preferably in industrial/embedded systems or electronics domain Role & responsibilities
Preferred candidate profile
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