Service Engineer

Not just a job, but a career
Yokogawa, award winner for 'Best Asset Monitoring Technology' and 'Best Digital Twin Technology' at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries.
Our aim is to shape a better future for our planet through supporting the energy transition, (bio)technology, artificial intelligence, industrial cybersecurity, etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.
About the Team
Our 18,000 employees work in over 60 countries with one corporate mission, to "co-innovate tomorrow". We are looking for dynamic colleagues who share our passion for technology and care for our planet. In return, we offer you great career opportunities to grow yourself in a truly global culture where respect, value creation, collaboration, integrity, and gratitude are highly valued and exhibited in everything we do.
RESPONSIBILITIES

Product/Service Information:
Provide advanced product/service information and respond to complex customer questions about the product/service.
Resolving Customer Issues:
Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
Operational Compliance:
Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
Faults Diagnosis and Correction:
Provide fault isolation and resolution to limit and address issues promptly.
Customer Relationship Management (CRM) Data:
Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.
Customer Order Processing:
Record and process custom/special orders that may require additional resources for delivery and coordinating with those teams as required.
Customer Needs Clarification:
Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
Periodic Health Checks:
Maintain and lead periodic check-ins with key customers to ensure they're receiving the most value from the product/service.
Service-Related Upselling and Cross-selling:
During service interactions, look for opportunities to bridge customer needs to additional products/services offered by the organization.
Personal Capability Building:
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Behavioral Competencies

Customer Focus:
Builds strong customer relationships and delivers customer-centric solutions.
Manages Complexity:
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Tech Savvy:
Anticipates and adopts innovations in business-building digital and technology applications.
Courage:
Steps up to address difficult issues, saying what needs to be said.

Skills

Strengthens Customer Connections:
Works with full competence to connect with customers to strengthen the relationship.
Masters Service Conversations:
Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation:
open, learn, reply, and close.
Navigates Customer Challenges:
Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization.
Leverages Digital Communications with Customers:
Works with full competence to leverage digital communication to create positive experiences for customers.
Service Into Sales:
Works with full competence to recognize sales opportunities during service interactions.
Action Planning:
Works without supervision and provides technical guidance when required on developing appropriate plans or performing necessary actions based on recommendations and requirements.
Builds Customer Loyalty:
Works with full competence to make every customer interaction positive.
Customer-Focused Approach:
Works without supervision and provides technical guidance when required to orient the seller's organization around delivering to the key needs of their customers.
Compliance Management:
Works without supervision and provides technical guidance when required on achieving full compliance with applicable rules and regulations.
IT Testing:
Works without supervision and provides technical guidance when required on ensuring that IT applications meet required specifications.
Policy and Regulation:
Works without supervision and provides technical guidance when required on interpreting and applying knowledge of laws, regulations and policies in area of expertise.
Provides Technical Support:
Works with full competence to employ customer-oriented behaviors that help engineers connect with their customers.
Review and Reporting:
Works without supervision and provides technical guidance when required on reviewing and creating relevant reports.
Troubleshoots Technical Issues:
Works with full competence to employ a systematic process for solving technical issues.
Computer Skills:
Supports business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and software packages.

Education
Short-Cycle Tertiary Education
General Experience
Experience enables job holder to deal with the majority of situations and to advise others (Over 3 years to 6 years)
Managerial Experience
Basic experience of coordinating the work of others (4 to 6 months)
Equal Opportunity Employer
Yokogawa is an Equal Opportunity Employer. Yokogawa wants a diverse, equitable and inclusive culture. We will actively recruit, develop, and promote people from a variety of backgrounds who differ in terms of experience, knowledge, thinking styles, perspective, cultural background, and socioeconomic status.
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