1. JOB TITLE: Technical Support Engineer - Team Leader

2. DIVISION: Customer Support & Maintenance Services

3. POSITION IN ORGANISATION:

• Responsible to: AP TSC / Technical Support Manager
• Subordinates directly supervised: None
• Subordinates indirectly supervised: None

4. ROLE SUMMARY:

Provide administrative and technical leadership to the technical support group. The time given for the Team Leader role will be approximately 40%, the other 60% will be to provide telephone and email technical support. Preventive and corrective actions are required to resolve issues and take action to prevent recurrence in the future. A culture of quality systems, such as ISO or SCP, is expected, while maintaining the overall objective of exceptional customer service.

5. Specific TASKS OF JOB:

• Monitor the ACD system and information to ensure that the adequate numbers of support staff are available to manage call volumes
  Estimated time per week: 0.5 hour
  
• Schedule staff activities, by controlling holidays, laboratory time, training and other functions within the group, and achieve customer service targets. Specifically, this to include such times as:
  • Daily start and finish times, lunch breaks and meeting breaks
  • Leave – planned and unplanned
  • Holidays throughout the region
  • Training and meeting activities
    Estimated time per week: 3 hours
• Monitor Clarify call queues & WIP bins, co-ordinating and assigning cases and associated work load by making the best use of expertise within the group.
  Estimated time per week: 2 hours
• Plan training needs to ensure that adequate skills are in place to cover the range of products for each language that will be supported by the AP Technical Support Centre.
  Estimated time per week: 0.5 hour
• Participate in the performance review process for team members.
  Estimated time per week: 0.5 hour
• Conduct quality reviews of information given to our customers on the telephone, via Email, or notes in the Clarify system, and provide coaching to engineers on related support matters.
  Estimated time per week: 4 hours
• Advise on support requirements of new products – training and equipment purchases in a timely manner. This is to avoid cases from customers where the relevant equipment or training is not available.
  Estimated time per week: 0.5 hour
• Provide advice to team members on case management and escalation.
  Estimated time per week: 5 hours

6. QUALIFICATIONS: (Minimum):

• Diploma / Certificate in Electrical / Electronic engineering or IT or appropriate work experience(Preferred):
• Degree in engineering, and with an electronics, robotics or information technology.

7. LANGUAGES: (Minimum)

• Fluent (Verbal & Written) English.(Preferred)
• Fluent in one of the following Languages; Mandarin, Cantonese, Korean, Japanese.

8. EXPERIENCE: (Minimum):

• 4 years in a technical support or engineering role either office or field based.
  (Preferred):
• 4 years in a RA field engineering or project engineering role, plus at least one year experience providing telephone technical support.

9. LOCATION: Technical Support Centre, Melbourne

10. Comments:

The engineer in this role will typically come to this level from two backgrounds:

• Having had at least 4 years experience in a RA Technical Support Centre providing technical telephone support
• Having had at least 4 years experience in RA engineering, such as commissioning, start-up projects, or field engineering work, PLUS at least 1 year experience in telephone technical support

11. Specific technical requirements for this role

• Background in Industrial automation Control engineering-
• Sound practical knowledge of ‘Intel’ based computer hardware and peripheral devices.
• Excellent knowledge of Microsoft Windows, NT4 Operating system. Preferably with MCP Certification
• Proficient in MS Office applications, Intranet, Internet and Lotus Notes
• Understanding of communications – i.e. Serial RS232/RS485, Ethernet (TCP/IP) – additionally Modbus, DH+ and Controlnet.
• Techniques such as ODBC, OPC, ActiveX, VB and C++ an advantage.
• In-depth understanding of programming control system strategies using Function Block Diagrams (FBD), Sequence Flow Control (SFC) diagrams and Ladder Logic an additional advantage.
• PID control loops.

12. Specific non-technical requirements for this role

• Excellent communication skills both verbally and written
• Problem solving skills and experience
• Committed to customer satisfaction
• Capable of taking ownership of complex technical and commercial issues and, keeping relevant parties involved, managing them through to a resolution