Technical Support and Service Ops Team Leader, Marine

at  Atlas Copco Malaysia Sdn Bhd

TECHNICAL SUPPORT AND SERVICE OPS TEAM LEADER, MARINE

Functional area: Service
Country: Singapore
City: Tuas Avenue
Company name: Atlas Copco (Malaysia) Sdn. Bhd.
Date of posting: Jul 25, 2024
Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.

JOB DESCRIPTION:

Technical support lead function:

• Provide technical guidance to marine field service engineer and technical support engineer or directly provide technical support to customers either virtually or physically onboard ships or by e-mail.
• Collaborate with local marine sales team to ensure customers need are provided and satisfied, be it parts or service needs.
• Liaise to product company or CTS division for product and technical support requirement to resolve equipment issues and concerns on a timely manner.
• Responsible for ensuring warranty claims are attended and processed timely and are monitored ensuring that PC technical follow up queries are answered.
• Responsible for ensuring timely implementation of ECB Priority 1&2 that impacts Marine installed equipment while keeping ECB3&4 in view for implementation as needed.
• Responsible for continuous technical and product knowledge development among direct reports.
• Work closely with customer in identifying improvement opportunities in the use of Atlas Copco equipment.
• Personally committed to 24/7 services requirement of marine customers

Service operations lead function:

• Carry out instructions to achieve marine operational performance goals.
• Lead, guide and coach planner and FSEs in their work and activities.
• Monitor FSE’s job performance and ensure that service interventions are carried out within set timeframe.
• Provide technical support to CTS sales staff when needed.
• Assist service planner for job planning and minimize WIP with timely closing and invoicing.
• Assess and develop technical team’s product and technical knowledge and fill the gap with the needed training
• Able to fully execute start up and commissioning job when required.
• Perform preventive and corrective maintenance for compressors, dryers and other ancillaries.
• Can trouble shoot complex compressor and dryer technical problems involving mechanical, electrical and/or control systems with or without support from the Division.
• Generate service reports either via MAM2 or other approved service reporting platform.
• Adhere to all legal, customer’s and company’s safety rules and regulations to ensure safety of personnel, equipment, and property, including housekeeping.

Sales support function:

• Generate sales leads for Marine aftermarket sales team, more specifically those customers with multiple ships managed or owned.
• Keep a list of all ships and the installed machine for each ship. Identify opportunities then discussed with sales team. Provide support on proposal discussion whenever required.
• Develop and maintain strong relationships with customers, ensuring high levels of customer satisfaction and repeat business.

Other functions:

• Monitor the warranty status of Silverstream’s installed machines and propose planned maintenance services.
• Implement new aftermarket services for Silverstream’s low pressure machines, including maintenance and repair packages, spare parts supply, and upgrade options.
• Conduct regular technical reviews / meetings of Silverstream’s low pressure machines, identifying any performance issues, and recommending solutions for improvement.
• Maintain detailed records of all Silverstream warranty issues and aftermarket service activities, providing regular reports to the sales team and management.
• Stay up to date with industry trends and developments and make recommendations for new products or services to enhance Silverstream’s offering.
• Undertake ad-hoc projects and assignments from time to time in accordance with Department Manager’s instructions.

EXPERIENCE REQUIREMENTS:

• At least 3 years of hands-on working experience in the Marine environment, preferable with good knowledge in air compressor / gas generation fundamentals / principles and its related systems’ repair and troubleshooting.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Strong analytical and problem-solving skills, with the ability to identify and resolve issues in a timely and efficient manner.
• Ability to work independently and as part of a team, with a high level of attention to detail and accuracy.
• Willingness to travel domestically and internationally as required.

KNOWLEGE:

• Computer literate, knowledgeable & proficient in using MS Office.
• Good command of English is essential.
• Able to write technical report relating to work activities and technical investigation.
• Preferably with basic knowledge in Electrical / Instrumentation / PLC / Mechanical system working principles, but not necessary.

EDUCATIONAL REQUIREMENTS:

Marine Engineer or Diploma in Marine Engineering or equivalent

PERSONALITY REQUIREMENTS:

• Individual with high energy and strong aspiration
• Stress resistant and mature personality
• Good communication and interpersonal skills.
• Able to interact effectively with all levels in the organization.
• Analytical, systematic, organized, results oriented and able to handle multiple tasks.

Please refer the Job description for details