Location: Singapore
Employment duration: Full time
# of openings: 1
Shift: 1st Shift
Pay range:
Description
This position is based in Mexico. The Technical Service Engineer drives interaction, communication and support to and from Business Teams around new product development processes and Quality Steering Team. Provides the Mexico Technical Team with new product training and manages major problem resolution. This role will ensure both Business and Regional Teams have the critical information to support Hypertherm as an industry benchmark for technical services and further promote Hypertherm’s total value proposition.
Responsibilities
New Product Development:
Provides input to the Business Teams during new product development and change processes, pulling from worldwide technical service knowledge, in order to give input into product design decisions that will further distinguish Hypertherm as the Technology Leader.
Training and Support:
Design, constructs and delivers content and materials in support of new product development for training regional Technical Service Engineers to ensure the Service Organization is fully prepared to support all new products prior to launch.
Quality:
Collects and analyzes field data (e.g. trip reports, saleslogix tickets) to assess quality, application and/or integration issues that need to be communicated back to the Business Teams – QST for Engineering evaluation and potential redesign of products.
Knowledgebase:
Partners with field-based associates and Business Teams to capture any and all technical product information for new or existing products, to assist in the creation of service announcements, technical tips and instruction manuals for dissemination to associates, channel partners and end users to ensure timely and accurate information is available as needed.
Ensures data is classified and imported into knowledgebase to be accessible for general dissemination (i.e. internal Hypertherm, channel partners and end users) and maintains the integrity of the data on an ongoing basis through obsolescence and archiving of materials.
Troubleshooting Tools and Techniques:
Research, develop and document troubleshooting tools and techniques that will be used by the Technical Service Organization and/or Channel Partners to effectively diagnose problems while on the phone or in the field to expedite problem resolution.
Mentoring and Coaching:
Mentors Senior Engineers through on-the-job training, sharing of product and process knowledge and providing them with available tools that foster development of short-term capabilities.
Qualifications
* 5+ years technical related experience
* Fluent in written and spoken English & Spanish
* Advanced Troubleshooting Skills
* Expert knowledge of all Hypertherm Systems and Components
* Safely, effectively and efficiently operates all Hypertherm equipment.
* Comfort working in industrial environments
* Ability to display professional confidence on the job-site.Ability to work independently
* Ability to construct clear verbal and written communications
* Demonstrated capability using Microsoft Office Suite (Excel, Word, Powerpoint)
* Proficient in mathematics and handbook formulas
* Ability to independently manage conflict situations
* Ability to communicate effectively with difficult customers in a professional manner
Job Segments: Bilingual, Engineer, Engineering, Product Development, Research
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