Job Description

Name :
Position :
Department :
Employment Date :
Reporting to :
Updated :

Eli Hirma Afrilliana

Service Technician - Electrical
Customer Support
9 June 2014
Service Team leader
13 November 2009

Responsibilities and Duties :

Photo

Job Overview :

Responsible for customer support services to customers and technical activities for
other related departments including: installation, machine testing, operating
instruction, application instruction, overhauling, trouble shooting, etc.
Develop close working relationships with appropriate customer representatives, to
ensure Heidelberg is providing customer care appropriate to the customers needs
and HIDs ability to supply.
Support Team Leader to ensure customer loyalty, work to improve customer
satisfaction by meeting customer needs; handling complaints quickly and effectively

Job KPIs:
Productivity & Utilization Report
Capacity Variance
WIP (Work in Progress)

Authority:
As per established discount policy and authorisation matrix

Supervisors signature _______________________________

To provide electrical support for installation and repairs to new

and second-hand prepress equipment either installed at the
customers site or in house.
To provide electrical support for service contracts as required,
ensuring all procedures are followed.
Provide internal customer advice and support across the
Customer Support team as required.
Advice and consultation with external customers on electrical
service issues as required.
To ensure all electrical service work is conducted in
accordance with safety regulations.
Contribute to improved customer (internal & external) service
delivery by identifying service gaps and causes of customer
dissatisfaction and recommending improvements
Assist others competently in areas outside their usual range of
products
Prepare for tools and parts to be used for servicing before
going to the job site
Follow up installation plan in coordination with sales and
product staff.
Coordinate and execute service work as per company policies
and procedures.
Ensure all agreed action plans are followed up on a timely
basis.
To be organised to ensure installations are carried out in time,
with minimum customer disruption.
To be responsible for all company supplied equipments.

Employees signature _______________________________