Technical Service Support Wf Tss Flx Wf

Technical Service Support WF (TSS FLX WF)

BTH - Bobst (Thailand) Ltd
• Objectives*

The objective of this position is to be the entry point & technical respondent for WF Flexo. Providing expert-level machine support at virtually every level for Flexo machines.

Additionally, in order to strengthen Bobst's competitive position in the customer's plant, the Technical Service Specialist WF (TSS), is expected to provide valuable business updates to support, share his/her market and technical knowhow with the Service Sales Manager and the local Sales on request.

He / She provide support and close collaboration to all technical questions. Open, follow and close customer request, by if necessary open a ticket / notifications in our system.
Close collaboration with a wide variety of people in the Bobst Group Organization, our regional Technical Service Manager (TSM) & TSS, all BSF service team, including administration, is expected and will be a measure of success.

He / She is results oriented, operates with a sense of urgency and sets his priorities in accordance with the needs of the company and the customer. A key expectation of this role is to present a self-confident and competent impression to the customer.

The Technical Service Support reports directly to the SEA TSM WF.
• Position Summary*

The Technical Service Specialist WF works ~90% from his home / office and ~10% out in the field as his current role (depending on the workload).

The Technical Service Specialist WF has a dual role to provide high quality support to our internal and external customers, by focusing on technical aspects. The TSS WF must ultimately be the reference in SEA for all technical questions related to his technology.
The role requires travel within the markets to visit customers for specific projects, troubleshooting.

As multi-faceted, highly-skilled technician, he / she may oversee multiple task at one time. He / She works creatively to assign Bobst Technician to satisfy customer needs. As a machine expert and the key supporter of Bobst Field Service Technicians in the field, the TSS will be a time-management and communications pro. He / She works diligently and with enthusiasm, taking ownership of difficult customer request. The TSS builds confidence by displaying empathy for the customer's situation and anticipating needs to coordinate the timely disposition of repairs, installations and training.

The TSS is expected to give strong technical assistance to SEA field service engineers and Service Sales when required. Assists and supports our Spare Parts Admin by using his / her technical background to ensure part technical analysis when possible.

He / She will have regular contact with the Product Line TSS and the SEA TSM WF to ensure a constant and accurate exchange of technical information. He / She is in daily contact with the customer to ensure that he agrees with the customer on next steps.

He / She is expected to build excitement, enthusiasm, and confidence to the customer base in their territory. This person helps promoting Service Products and upgrades to our customers, identifying their needs, using all the Group resources and to maximize market opportunities.

The typical work week will be Monday to Friday and may include in the future weekend or after hour Phone stand-by. The TSS will be energetic, an effective communicator, and one who is able to operate independently while using the wider organization effectively.
• Key Tasks*
• Respond to incoming demands for technical support from internal and external customers.
• Communicate with the TSS SEA & BSF to resolve open issues.
• Together with the TSM WF, ensure that the correct field service resources are utilized for installations/interventions.
• Perform related duties as assigned or required to meet company goals and objectives.
• Contact PM WF SEA if unexpected problems occur in scope of work or expected completion date.
• Contact CSM, BSF Technical Services or Parts if assistance is needed.
• Review work description with the customer, determine priorities and agree on a work plan.
• Make recommended changes in process, training and related repairs.
• Work closely with the Part Sales Admin to share information and to escalate customer related issues
• Prepare and collect data's for the BSC SEA report on monthly basis
• Contact BSF on a regular basis within the objectives set
• Be aware of machine down situations in territory (notification) and assist
• Identify opportunities to meet Field Service Technicians and develop your contacts with them
• Follow up on open technical issues with customers working to resolve them
• Communicate regularly with TSM, and the SEA regional service team
• Participate actively in service meetings and prepare presentations as required
• Perform related duties as assigned or required to meet company goals and objectives
• Critical Skills and Personal Attributes*
• Business and Customer Focus
• Problem Identificatio