Location:
(HTMX) HTMX (Mexico City, Mexico)
Job ID:
R0061358
Date Posted:
2024-09-11
Company Name:
HITACHI HIGH-TECH MEXICO S.A. DE C.V.
Profession (Job Category):
Customer Service & Contact Center Operations
Job Schedule:
Full time
Remote:
No
Job Description:
POSITION TITLE: Field Service and Sales Application Engineer
DIVISION: HTMX
WORKSTYLE DESIGNATION: Hybrid (remote: Tuesdays and Thursdays)
POSITION SUMMARY:
Hybrid Field Service and Sales Application Engineer Position to maintain existing business and pursue new business opportunities with promotion. Familiar with basic operation and workings of electron microscopes and related product types such as analytical instrumentation. Significant time will be spent receiving specialized sales and service training while working under the supervision of senior sales staff and engineers. Follows established methods and techniques to complete tasks in effective and proven ways and presents sales materials to prospective customers. First level of customer support in the region for routine maintenance activities, documenting and escalating technical issues. Employee works to develop troubleshooting skills while identifying and pursuing sales opportunities. Travel schedule is primarily set by service team, eventually working towards self-scheduling based on priorities.
PRIMARY RESPONSIBILITIES:
Service
- Undertake routine maintenance as well as repair of customer equipment
- Maintain appropriate records of all work performed and training received
- Must have and retain valid driver’s license in home country. Must be insurable by our insurance company
- Complete assigned formal training with passing test grades
- Complete assigned On the Job Training (OJT), with the goal of instrument certification
- Manage and maintain traveling inventory according to department policy and procedure
- Protect and maintain company property (i.e., traveling inventory, IT, test equipment, tools, etc.)
- Pick up and return messages and service calls from customers in a manner meeting service department policies
- Set and keep appropriate schedules for service on the assigned equipment
- Provide detailed documentation for the purpose of problem resolution, training, and customer reporting
- Demonstrate ability to retain knowledge from more experienced engineers through OJT or Classroom Training
Sales
- Develop and maintain strategic customer relationships.
- Conduct sales calls, schedule promotional work and track sales activities in the assigned geographical territory.
- Conduct presentations and product demonstrations directly with customers, either individually, or in combination with other Hitachi staff, for example, technical specialists from the Applications Team.
- Maintain the CRM and provide accurate forecasts as requested.
- Provide budgetary prices and formal product quotations, prepare proposals and provide information regarding terms of sale and delivery dates.
- Grow prospects and the overall sales pipeline
- Drive sales bookings and achieve revenue goals.
- Understand Hitachi products and solutions. Compile and evaluate data on new accounts, market trends and conditions, and competitive products and pricing.
General
- Convey a positive attitude, professionalism, and pride in appearance to all employees and customers
- Demonstrate ability to work independently with little supervision, when required
- Demonstrate ability to use good judgement in resolving problems and making recommendations
- Demonstrate ability to complete projects as designated by management with the common goal to improve overall company sales and service performance
- Willingness to travel a majority of the time. Access to major airport or willingness to relocate is considered favorably.
EDUCATION, LICENSES, AND/OR CERTIFICATION REQUIREMENTS
- AS degree in Engineering or equivalent combination of education and experience
- BS degrees in Engineering, Chemistry, Physics, or related field preferred
EXPERIENCE AND TRAVEL REQUIREMENTS
- 0-5+ years of experience
- Experience with sales or related customer-facing activity strongly preferred
- Demonstrate strong work ethic. (On time to work and training, on time completion of assignments, strong preparation for assignments, effective teamwork, etc.)
- Demonstrate ability to effectively communicate information to customers and internal team regarding service activities and schedules
- Knowledge of analog and digital circuitry as applied to our equipment is preferred
- Experience using digital volt meters, oscilloscopes, hand tools and computers
- Basic Knowledge and understanding of Physics and Chemistry
- Experience disassembling and assembling intricate parts as related to selected instruments
- Demonstrate ability to complete system installation including Basic Customer Training
- Learn to provide Room Surveys
- Must be available to travel to various customer sites and Hitachi facilities as directed by management (Note: Most travel will be within the assigned district but can include any domestic or international locations)
SKILLS AND ABILITIES REQUIREMENTS
- Ability to convey key features of company products in a convincing manner
- The ability to work from schematics using various test equipment and mathematical calculations specific to electronics
- Ability to effectively interface with customers, service department personnel and sales support staff
- Demonstrate basic computer skills and ability with relevant MS Office programs
- Equipment specific operation and mechanical skills
- Ability to solicit help from more senior service engineers
- Ability to schedule resources to reach department goals
- Ability to understand documentation for entry-levels training classes and product brochures
- Ability to provide basic customer application training
- Demonstrate ability to manage time and resources to provide consistent, high-quality service
- Demonstrate strong verbal and written communication skills with managers, co-workers, and both internal and external customers
- Demonstrate ability to set and keep appropriate schedules for service on assigned products