Service Engineer

At Hach (www.hach.com), we ensure water quality for people around the world, and every associate plays a vital role in that mission. Our founding vision is to make water analysis better—faster, simpler, greener and more informative. We accomplish this through teamwork, customer partnerships, passionate experts, and reliable, easy-to-use solutions. As part of our team, you’ll make an immediate, measurable impact on a global scale by enabling the world’s everyday water needs. You’ll also belong to a respectful and collaborative community that fosters career growth and professional development. You’ll be supported by resources that make a positive difference in your life because, at Hach, we value your authenticity and want your talents to shine. Motivated by the highest possible stakes of climate change and global health, we’re working together within a rapidly digitizing industry to find innovative technologies that guarantee the safety of our water and our environment.

ROLE DESCRIPTION

Provides technical support via phone or email to internal OpCo functions (engineers, technicians, and product support personnel) by diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Repairs and/or updates products at the office site (not field). Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. Highest level of problem escalation. May be responsible for developing and conducting technical training for product lines. Normally degreed engineers or scientists. May be referred to as "bench technicians".

What You'll Be Doing (Job Responsibilities)

1. Manage the service support for the accounts assigned, achieve high customer satisfaction rating and Service revenue target.
2. Installation, Commissioning & Troubleshooting of Hach range of online & laboratory analysers including but not limited to Silica, Sodium, Phosphate, Hydrazine, Dissolved Oxygen E-Chem, Portable Lab Instruments, Spectrophotometers, etc.
3. Use established ISO work instructions to provide repair, calibration, certification, and preventative maintenance services for all Hach brands equipment.
4. Driving Revenue through sales of spares, service contracts, extended warranty & like wise.
5. Provide quotation and determine the amount to charge customer within a framework of charges.
6. Provide instrument operation training to customer when needed.
7. Manage spare parts and reagents inventory through channel partner.
8. Provide support to Sales and Marketing team's activities, such as trial, demo, site inspection, exhibition etc.
9. Contribute to strategy in building Hach reputation as a manufacturer with the best technical & service support.
10. Build services as a differentiator & value-added service and make it a profit centre as against current practice of being cost centre.
11. Drive analyser health check-up programs at high IB customers & generate opportunities for upgradation / stocking spares.
12. Practice & evangelize (VES) tools like VM/DM, Kaizen, PSP, Policy Deployment, etc to run effective service processes.

What We Are Looking For (Skills & Qualifications)

1. 5 – 8 years of experience in servicing of analytical instruments similar to Hach or equivalent brand.
2. Diploma, preferably degree in electronics, electrical, chemistry or chemical engineering or similar field.
3. Familiarity with key stakeholders at customer site in the assigned territory.
4. Deep understanding of all the unit operations for different industries like Power, Oil & Gas, Palm Oil, Food and Beverage, Chemical Processing, Pulp and Paper, etc.
5. Eager learner with good learning capability.
6. Able to work independently and prioritize work.
7. Ability to travel 80% of the time & willing to travel in Indonesia at short notice.

Desired behaviours including but not limited to:

1. Strong desire to learn commercial and communication skills required to navigate complex situation, rapidly changing technologies, and intense work environment.
2. Ability to quickly establish significant credibility, trust, and support with all levels of the organization.
3. Positive, confident, “we will win” attitude.
4. Approaches work with a strong sense of ownership, commitment, and urgency with “Go-Getter” attitude.
5. Maturity, positive approach to problem solving, seasoned judgment, good business instincts, well developed sense of personal accountability.
6. Comfortable with a reporting structure requiring extensive liaison between leadership, BDM & service team.
7. Ability to handle a mix of short-term urgent projects while also driving critically important and sometimes complex long-term projects.
8. Thrives in a fast paced, high demand environment.
9. Self-motivated & self-driven, able to get results through influencing peers.