Job Description
Introduction to the job
The sector of Customer Support (CS) in HMI is responsible for the maintenance, repair and continuous improvement of HMI systems at customer locations, as well as transferring.
This position is suitable for people who want to work as filed support engineer with using Japanese / English.
Role and responsibilities
1. Problem analysis and approach
Gather all information relevant for the problem, analyze using available means, gather additional diagnostic info if needed, decide on initial approach to solve problem, assess new information and adapt approach if necessary.
2. Problem handovers and routing
Handover problem or problem aspects to others (2nd / 3rd line support), document and package all data relevant for problem resolution (e.g. pass-downs, work orders, field service reports, system problem reports, technical reports), ensure problem ownership is clear, ensure follow-up....