Technical Service Officer

Gambaran besar dan Tanggung jawab pekerjaan

• Provide total technical support to customers. • Problem solving. Analyzes product-related issues, including on-site analysis and actuations. Performs laboratory analysis of the issues when needed. Communicates with RS Lab and/or Quality Control department to stablish corrective actions. • Manage complex customer complaints. • Gather customer needs and requirements in cooperation with Sales & Marketing organization to help build the customer strategy plans. • Actively participate in key phases of the sales process to prospects. • Proactively prevent and solve problems of a technical nature occurring at existing customers. • Attend the testing process as well as the implementation of new products and technologies. • Develop and maintains relationships with customer technical staff, in order to keep and to extend the business. • Use reporting tools as CRM, up-dates the key customers’ databases with valid, accurate and complete information (visits reports, action reports, cases, regulatory requests…) • Deliver periodical progress reports, proactively submit information regarding trends within the market and provide recommendations regarding the improvements in the approach to the market. • Monitor competitive activities at customers’ facilities. • Promote the positive company reputation and develops long-term relations with customers. Hold and defend the values of the company. • Get familiar with all the applicable corporate as well as site policies/procedures with regard to personal behavior / HSE standards and acts in compliance with all their regulations