Field Engineer

4 weeks ago

Malaysia Crane Payment Innovations Full time

Have you ever used the self-checkout in a supermarket? Played the slots at a Casino? Maybe you grabbed a drink from a vending machine or paid to park your car? If you’ve answered with a resounding “YES”, then you’ve done so with the aid of one of the 10 million devices installed by Crane Payment Innovations (CPI).

We make the technology that powers your everyday life, enabling more than 4 billion transactions every week in more than 143 currencies worldwide. From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business management software.

Headquartered in Malvern, PA, CPI is supported by: >2,500 global associates, 7 manufacturing sites, 12 corporate offices and 43 service branches.

WHAT YOU’LL BE DOING

You will become a member of the APAC Tech Support Team responsible for CPI products in SE Asia. In this role you will be providing support for OEM integrators and their customers for all CPI products sold into the market segment. Your primary focus will be to provide technical support for our SC Advance and BNR banknote validators as well as the Easitrax Solutions used for live casino floor tracking. This position will also be responsible for training new and existing customers in the integration, operation, maintenance and repair of all payment systems products. Responsibilities will include;

End-user Field Support

  • Tier 1 and 2 technical inquiries from customers via email or phone call.
  • When necessary, conduct site inspections of CPI Products.
  • Provide detailed report and analysis of visits, including suggestive actions.
  • Process and vet potential field issues with products from information received via customers.
  • Analyze field issues and, if necessary, create SFDC case for engineering support and tracking purposes.
  • Provide a solution to the customer in a timely fashion to maintain high standard of customer service in the marketplace.
  • Assist OEM in training non-technical personnel on proper techniques for product handling.

Integration Support for OEMs

  • Provide knowledgeable support for all API and product questions originating from customers integrations.
  • Conduct script testing for customers who have integrated to ensure satisfactory use of products.
  • Continue support of OEM integrations through trials and deployment. Analyze issues reported and provide recommended corrective actions in host software.

Approved Service Center Support and Training

  • Provide direct support to bench-level technicians.
  • Conduct on-site training and Audits for ASCs approved to repair CPI Products.
  • Work with ASCs on special programs and initiatives for CPI Products (e.g. upgrade or trade-in programs).
  • Create and maintain spares and submission systems for the CPI Products.

Documentation Creation

  • Create User and Field Service manuals.
  • Create repair documentation for ASC use, detailing step-by-step instructions on specific repair procedures for CPI Products.
  • Create Field, OEM, and Service bulletins for special announcements to customers and ASCs as they related to CPI Products.
  • Maintain the submission systems for all documents.

Beta Trial Support

  • Assist in creation of Beta Trial Documentation and pre-trial meetings.
  • Work closely with customer to determine levels of access to diagnostics, hardware inspections, etc.
  • Keep customer informed of progress and diagnose any issues that arise during trial.
  • Perform on-site inspections of installation and perform audit collections (if remote access is not possible).

Product Training

  • Assist account management with showcasing CPI products to prospective customers.
  • Train Field Service technicians for customers to ensure proper maintenance procedures are carried out during product life.

WHO WE’RE LOOKING FOR

CPI is committed to hiring a diverse workforce and empowers our associates to promote new ideas and apply innovation to our world of payment technology solutions. You consider yourself an excellent problem solver, with a passion for learning, and possess well demonstrated success in handling customer issues.

Qualifications and Requirements

  • Bachelor's degree in Engineering is preferred. At a minimum an associate degree in Engineering, related field, or equivalent combination of education, training and experience is required.
  • Minimum of 1-2 years of technical support or after sales support in a high paced customer focused and demanding industrial environment.
  • Demonstrated ability to deal with multiple customers directly and managing difficult situations where customers may be unhappy.

Personal Attributes

  • High energy level, comfortable performing multifaceted projects in conjunction with day-to-day activities.
  • Excellent influencing skills, analytical and problem-solving skills and the ability to multi-task in a fast-paced and sometimes high-pressure environment.
  • Ability to establish credibility and be decisive and able to recognize and support the organization's preferences and priorities.
  • Results and people oriented with sound judgment—ability to balance CPI business considerations.
  • Team player – able to work in a matrix organization.
  • Excellent communication skills verbally and in writing.
  • Up to 40% travel inside SE Asia with occasional inter-continental trips for training.
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