Technical Support Engineer

BOMAG was founded in 1957 and acquired by the FAYAT Group in 2005. Today, the company has 2,500 employees globally, with a large dealer and sales networks (>250) in approximately 150 countries. BOMAG’s revenue has reached > 1bn EUR and it is expected to further grow. BOMAG is the world market leader in the field of compaction technology and manufacturer of machines for the compaction of soil, asphalt and refuse. Stabilizers/Recyclers, milling machines and pavers round off our portfolio. BOMAG also provides special solutions for use on road construction & rehabilitation, and for landfill sites of all sizes.

BOMAG in APAC has been established since 1977 and has its’ headquarters in Singapore. We are currently looking for a Technical Support Engineer for our market expansion plans in the APAC region.

Scope of Duties:

• Joint commissioning of new machines that arrive first time in the territory.
• Execute training on such machines to enable the dealer’s service team to do future commissioning by themselves.
• Provide training to explain our warranty standards and warranty claim procedures.
• Provide training to enable the dealer’s service team to do all needed service work for our machines by themselves.
• Provide training to explain all technical functions of our machines and also trouble shooting/ repair work on our machines.
• Give trouble shooting support on phone, by emails, via online platforms (tele meetings).
• Support dealer sales team in technical requirements of tenders. Participate/attend relevant field days or exhibitions.
• Assist dealer in the technical aspect of customer required modifications.
• Support the market launch of new products (“godfather program”). Be the first level support to dealer for technical related queries and ensure it is capture in BOTIS ticket system.
• Provide basic operator training to put machine in operation on site and support the dealers/customers on the product application on site. 
• Support dealer’s service team for key accounts / critical customers.
• Responsible to ensure the dealers service teams are enabled to use all our online support systems (Extranet) to find documentation, schematics, handbooks, parts catalogues etc.
• Provide warranty training to enable the dealer’s service team to understand the warranty process and perform online warranty claim registration. Support in pre-clarification of warranty claims.
• Provide training about service procedures for long time machine- or parts stocking.
• On-site support of BOMAG products in critical stage, when needed. Execute training about implementation, service, and handling of TELEMATIC systems.
• Monitor machines via TELEMATIC to support dealers in doing preventive maintenance. 
• Analyze the utilization (working hours, conditions etc.) of machines in the region of your responsibilities.
• Monitor the failure rates statistics related to countries and products to help identifying failure trends early.
• Improve the meantime to response (MTTR) from average 19 days to 9 day or sooner.
• Use telematic to monitor key machines in the market in relation to their usage in both aspects, working hours and load.
• Provide detailed advice on factory service bulletins/campaigns and required tooling. 
• Support the preparation of the recommended spare parts lists for dealers and customers to ensure machines supportability.
• Be the link between dealers/customers, the APAC team and our central service in Germany.
• Specialist to support field tests and machinery demonstrations for new products.
• All training activities should focus on the “train the trainer” concept.
• Monitor the stability and quality of the dealer’s service team.
• Attend quarterly distributor service/parts meetings.
• You will report to the Head of Service & Solutions, SEA & Pacific
• Execute/participate in monthly service meetings and report (one report for all meeting participants).
• Perform other duties/projects as assigned.

Professional Experience & Education:

• Minimum 5 years of experience in service and application role. Preferably in road compaction/pavers/milling or equipment industry or similar mobile machinery that is using modern hydrostatic drive system.
• Minimum Trade Certificate and/or a Diploma/Degree in Engineering or equivalent.
• Ability to read mechanical and electrical drawings, schematics, and flow diagrams.
• Report and presentation writing with the ability to conduct presentations.  
• Preferably experience within an international organization (e.g. German) and a global manufacturing footprint.
• Knowledge or experience with SAP system of advantage.
• Language(s): English

Personality:

• Well-organized, and able to work independent,
• Proactive, collaborative, and reliable individual. 
• Detail-oriented, and response to deadlines.
• Open, honest, and straightforward in communications and actions.
• Team-oriented and with excellent communication skills in diverse cultures.
• Able to travel frequently between Australia interstates, Pacific Region and internationally between APAC region and Germany as required.