PCI Service Engineer

Responsibilities

◆ Product/Service Information

Speak to advanced features of the product/service that are expected to be delivered later; respond to complex customer questions around the future of the product/service and what the customer can expect.

◆ Resolving Customer Issues

Craft and cascade messaging and next steps for the most commonly raised customer issues.

◆ Operational Compliance

Monitor and review performance and behaviors within area of responsibility to identify and resolve noncompliance with the organization’s policies and relevant regulatory codes and codes of conduct.

◆ Faults Diagnosis and Correction

Design and plan fault isolation and resolution for complex challenges to limit and address issues promptly.

◆ Customer Relationship Management (CRM) Data

Oversee the implementation and maintenance of the CRM system within the area of responsibility, identifying and communicating opportunities for system improvement that may enhance the management of customer relationships.

◆ Customer Order Processing

Lead teams that record/process customer orders.

◆ Customer Needs Clarification

Set clear objectives for each sales call or meeting; tailor standard materials to make presentations to decision-makers and influencers within the customer organization; and ask relevant questions to gather information, to evaluate the customer’s level of interest, and to identify and respond to areas requiring further information or explanation.

◆ Periodic Health Checks

Maintain and lead periodic check-ins with non-key customers to ensure they’re receiving the most value from the product/service; note the most commonly raised questions/issues during check-ins.

◆ Service-Related Upselling and Cross-selling

Look for ways in which additional products/services can grow the value of the customer’s account within the organization.

◆ Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Behavioral Comps

◆ Customer Focus

Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply into customer feedback and drives the innovations that can enable the organization to better meet customers’ future needs. Frequently adjusts approach to ensure customer needs are met and to improve service.

◆ Tech Savvy

Anticipates and adopts innovations in business-building digital and technology applications. For example, investigates technologies to learn some cutting-edge best practices. Uses digital/social media to benefit the team and add value to the work being done; understands how to avoid misuse of these tools.

◆ Courage

Steps up to address difficult issues, saying what needs to be said. For example, readily shares own ideas and opinions on controversial topics; is comfortable with open debate and constructive criticism. Demonstrates clear conviction in adversity; persists courageously in difficult circumstances.

Skills

◆ Strengthens Customer Connections

Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance.

◆ Masters Service Conversations

Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works without supervision and may provide technical guidance.

◆ Navigates Customer Challenges

Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance.

◆ Leverages Digital Communications with Customers

Works with full competence to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works without supervision and may provide technical guidance.

◆ Service Into Sales

Works with full competence to recognize sales opportunities during service interactions to enhance overall customer service. Typically works without supervision and may provide technical guidance.

◆ Action Planning

Works with full competence to review and evaluate recommendations and requirements and to develop appropriate plans or deliver actions required. Typically works without supervision and may provide technical guidance.

◆ Builds Customer Loyalty

Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization’s ability. Typically works without supervision and may provide technical guidance.

◆ Customer-Focused Approach

Works with full competence to orient the organization around delivering to the key needs of customers. Typically works without supervision and may provide technical guidance.

◆ Computer Skills

Works with full competence to understand and effectively use standard office equipment and standard software packages to support business processes. Typically works without supervision and may provide technical guidance.

◆ IT Testing

Works with full competence to design, execute and report on systems/service tests to ensure that an application functions as specified in the requirements. Typically works without supervision and may provide technical guidance.

◆ Policy and Regulation

Works with full competence to interpret and apply knowledge of laws, regulations and policies in area of expertise. Typically works without supervision and may provide technical guidance.

◆ Provides Technical Support

Works with full competence to employ customer-oriented behaviors that help engineers connect with their customers in productive and efficient ways, creating positive, defining moments. Typically works without supervision and may provide technical guidance.

◆ Review and Reporting

Works with full competence to create reports, and review reports created by others, for various audiences as relevant, in a lucid and effective manner, keeping in mind the purpose of reports. Typically works without supervision and may provide technical guidance.

◆ Troubleshoots Technical Issues

Works with full competence to employ a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution. Typically works without supervision and may provide technical guidance.

Education

Bachelor’s Degree or Equivalent Level

General Exp

Experience enables job holder to deal with the majority of situations and to advise others (Over 3 years to 6 years)

Managerial Exp

Basic experience of coordinating the work of others (4 to 6 months)

Not just a job, but a career

Yokogawa, award winner for ‘Best Asset Monitoring Technology’ and ‘Best Digital Twin Technology’ at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries.

Our aim is to shape a better future for our planet through supporting the energy transition, (bio)technology, artificial intelligence, industrial cybersecurity, etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.

About the Team
Our 18,000 employees work in over 60 countries with one corporate mission, to “co-innovate tomorrow”. We are looking for dynamic colleagues who share our passion for technology and care for our planet. In return, we offer you great career opportunities to grow yourself in a truly global culture where respect, value creation, collaboration, integrity, and gratitude are highly valued and exhibited in everything we do.

Diverse, Equitable & Inclusive culture

Yokogawa is an Equal Opportunity Employer. Yokogawa wants a diverse, equitable and inclusiveculture. Wewill actively recruit, develop, and promote people from a variety of backgrounds who differ in terms of experience, knowledge, thinking styles, perspective, cultural background, and socioeconomicstatus. Wewill not discriminate based on race, skin color, age, sex, gender identity and expression, sexual orientation, religion, belief, political opinion, nationality, ethnicity, place of origin, disability, family relations or any other circumstances. Yokogawa values differences and enables everyone to belong, contribute, succeed, and demonstrate their full potential.

Are you being referred to one of our roles? If so, ask your connection at Yokogawa
about our Employee Referral process!