Field Application Engineer

Job Title: Filed Application Engineer

Job Summary:

As a Field Application Engineer at Advancetech, you are responsible for leading and coordinating customer support operations across pre-sales, post-sales, installation, testing, and repair services. You act as the key liaison between customers, internal teams, and OEM partners to ensure timely delivery, high-quality service, and complete customer satisfaction.

Key Responsibilities:

• Customer Relationship Management:

• Serve as the primary point of contact for customers across all support and service activities.
• Maintain strong relationships with clients, ensuring timely communication and issue resolution.
• Handle escalations and ensure customer satisfaction through proactive engagement.

• Technical Support & Services:

• Supervise and coordinate pre-sales and post-sales technical support, including product installation, configuration, and testing.
• Oversee repair, RMA (Return Material Authorization), and field service operations.
• Review and approve technical reports, test documentation, and service records.

• Team Leadership:

• Manage and guide the technical support team to deliver prompt and accurate assistance.
• Monitor workload, assign tasks, and ensure adherence to service quality standards.
• Conduct periodic training sessions to enhance team technical and communication skills.

• Coordination with OEMs & Partners:

• Liaise with OEMs and global technical teams for product repairs, replacements, and advanced troubleshooting.
• Manage warranty and RMA processes with international partners.

• Reporting & Documentation:

• Prepare periodic customer support performance reports for management.
• Maintain accurate records of customer interactions, service activities, and follow-ups.

Key Skills & Competencies:

• Strong customer relationship and communication skills
• Technical expertise in embedded systems, VME/VPX, and test & measurement hardware
• Experience in installation, troubleshooting, and RMA coordination
• Team management and leadership skills
• Proficiency in CRM tools and service reporting
• Excellent problem-solving and multitasking abilities

Educational & Professional Requirements:

• Bachelors degree in Electronics / Electrical / Instrumentation Engineering (or related field)
• 510 years of experience in technical support or customer service management, preferably in industrial/embedded systems or electronics domain

  Role & responsibilities

Preferred candidate profile