Application Engineer

1 week ago

Taiwan Fortive Full time
Description

Job Overview

The Application Engineer operates within the Taiwan product team and is united in direction through developing a thorough understanding of Fluke T&M equipment and market areas. This knowledge is then used to assist current and future customers in the use and troubleshooting of their equipment and processes. The Application Engineer will use their product and application knowledge to assist customers both remotely and on-site (where applicable), and support with upselling/cross-selling opportunities.  

Primary Responsibilities / DUTIES

  • Provide complete Level 2/3 technical and product support to aid end users and channel partners;
  • Concisely document, troubleshoot and resolve software and hardware.
  • Provide an exceptional customer experience and resolve technical customer queries during calls, emails, chat, on-site (where applicable) and addressing customer escalations;
  • Collaborate with the regional and global support teams to provide high quality and effective customer experience;
  • Offer solutions and resolve product/technical issues, and transition call/enquiries to a sales opportunity, including upselling/cross selling (where applicable);
  • Update and work-assigned cases in a timely manner;
  • Supporting with building a competitive knowledge database that allow generation and maintenance of price/performance maps;
  • Support with interpreting market demand/sizing and competitive analysis reports;
  • Analyse customer profiles to support Product Management, Sales & Marketing activities to drive company strategy; 
  • Participation in relevant industry events to drive demand generation and sales conversion.
  • Supporting line manager to identify opportunities for growth through daily activities;
  • Support with an ad hoc requests if needed;

Experience / Qualifications 

  • Diploma or degree in Electrical, Electronic, or mechanical engineering, or equivalent experience in an Electrical technical field is essential.
  • Minimum of 5 years of combined hands-on experience in a technical field and customer-facing roles, preferably within the test & measurement, industrial automation, or related sectors.
  • Marketing knowledge and experience are highly desired with a flair for analysis, research and customer service.
  • Excellent communication skills (verbal and written), professionalism and a desire to close the deal on sales. Fluent verbal communication skills in both English and Mandarin are required to engage effectively with regional and global stakeholders.
  • Ability to multitask, with excellent time management and prioritization skills.

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