Manufacturing Automation Service Desk Engineer

Manufacturing Automation Service Desk Engineer is a professional who serves as the first point of contact for customers seeking technical assistance over the phone, via email, or in person. They provide support related to computer systems, hardware, or software. They respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. Service Desk's main responsibilities will be, but not limited to:

• Diagnose and resolve a variety of issues, including but not limited to process, software, and hardware-related problems in Intel's global factories, in a professional and timely manner.

• Follow up with customers, provide feedback and see problems through to resolution, properly escalate unresolved queries to the next level of supports.

• Utilize excellent customer service skills and exceed customers' expectations

• Coach and help team members to enhance their proficiency on supported systems and applications, together with MA service policies and procedures, to ensure standardized execution.

• Cultivate cross-functional relationships to drive overall service improvement and Key Performance Index (KPI) for the department.

• Proactive in identifying systemic customer issues and problems following departmental processes and procedures, while also effectively prioritizing and escalating these problems when applicable.

• Contribute to knowledge management by developing and sharing best practices for incident, problem, and change management, collaborating with partner teams as needed.

• Ensure thorough and clear documentation of all internal and customer interactions, and closure of trouble tickets

• Provide front-line technical support on a 12-hour day and night compressed workweek schedule.

Job Qualifications:

• Bachelor's degree in information technology or related field

• Work location is in Kulim, Kedah

• Excellent verbal and listening communication skills in English as primary and Mandarin is a plus for China (PRC) site support.

• Strong passion in global customer engagement and collaboration with employees of different background

• Solid problem solving and troubleshooting aptitudes and a customer service experience is desirable

• Strong interpersonal skills and ability to interact professionally with a diverse group including managers subject matter experts and customers

• Ability to quickly learn master coach or train others on new and existing technologies

• Fundamental knowledge in client server and application database interaction