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Field Service Technician

Operations/Manufacturing/Customer & Technical Service
180000L7 Requisition #
Position Overview: 
Under the Hardware and Field service team headed by Area Service Manager, this position is to focus on Channel or customer technical support on hardware, system evaluation services, field services, maintenance contracts, implementation services, hardware training and supply quality (technically related). The job holder primarily takes care of all distributors in Australia and New Zealand  region and direct customer in Australia and New Zeland,  yet is still available to regional support (i.e. may be called upon to support cross country or region which such need or request raised.
  • Improve  customers’ satisfaction Level
  • Build up regional expertise in all technical aspects (Internally and Partners and Customers)
  • Enhance communication between Partners and EDC
  • Act as an intelligent entity for corporate Marketing, Sales and product development group, relay partners’ voice to EDC, to improve and develop new Entrust Datacard products.
  • As a technical Backup for channel partners in the region
  • Quality control/monitoring for all Entrust Datacard products
  • Ensure that support delivered to warranty products, contracted products & new products.
  • Enforce Problem escalation process & Service Quality Audit exercise to enhance/ensure service quality.
  • Service Business development to secure Entrust Datacard products’ customer base and long term revenues stream. (Custom Development, SMA, SDK support etc.)
  • Enhance parts and supplies sales by providing technical support and quality feedback.
  • To provide direct service (troubleshooting, installation, servicing, maintenance) to direct customer (in case of Orleans products).
To draft service proposal or service solution associated with customer needs potentially
  • List Basic Qualifications (at a minimum an applicant must meet these to be considered a candidate]
  • Minimum of __ years of experience in…
  • Bachelor degree in Electrical/Electronics/Mechanical Engineering
  • Minimum 5 years relevant working experiences (mechanical electronics). Prior experience as a Service Engineer/Field Service Technician  preferred
  • Computer skills and experience preferred in the automation environment
  • Strong analytical and problem solving skills
  • Be willing to develop a high degree of product knowledge.
  • Have the ability to work both independently onown initiative and as part of a team.
Entrust Datacard Group is an Equal Opportunity Affirmative Action Employer.

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