The Technical Service Engineer is a key player in the Business Teams Selling approach, supporting both internal and external perspectives of key accounts and selected core/target accounts
The TSE supports account management by:
   Offering pro-active service, tactical and tangible
   Creating Added value and reducing customer’s Total Cost of Ownership 
   Improving interface with customers, fostering relationship and partnership, 
    Lock the customer ‘stickiness and golden handcuffs’ – customized solutions

1.    Customer visits

1.1.    Pro-active customer visits 

Upstream identification of potential problems on all existing filling machines on the market

Performance levels for specific products are assessed through participation in task forces, where our engineer will work in collaboration with customer’s production team to pool skills and knowledge to improve process robustness, productivity and reduce waste in the Capsule Filling and Sealing Process.
 
   Identification of areas for improvement and setting out of action plans.
    Validation test carried out before starting the filling process for a new product.
    Detection of new needs, with specific focus on Capsugel’s solutions:
o    Combined Package deals (CFM – capsules)
o    Maintenance and re-validation contracts Lonza CFM
o    Introduce Capsugel’s products to bring higher value products for existing applications
 

1.2.    Corrective customer visits

Prompt in-plant assistance to help customer’s production and maintenance team find the most appropriate solution should a problem arise during the filling & sealing process.

Our engineer will troubleshoot the problem and carry out machine adjustments when necessary or advise on adjustments for non-Capsugel machines.

•    Prompt resolution of production problems
•    Minimize machine downtime.
•    Keep to delivery times
•    Improve productivity

Build the history of events and solutions for better process and equipment comprehension and improvement.
 
2.    Training to customers

Specific training for the production and maintenance team to provide them with the necessary skills and knowledge for the capsule filling and sealing process.

A special section - "defects and diagnosis" - is devoted to training employees to eliminate defects and troubleshoot existing or potential problems.

The training program is tailored to customer’s own specific machines or equipment and can be included as part of customer’s own training program.

•    Optimize training costs
•    Improve production and maintenance autonomy
•    Improve productivity
•    Eliminate defects
•    Increase internal skills and knowledge

3.    Added value programs and services with customers.

3.1.    CFM Manufacturing & Efficiency 
The TSE supports and improves the CFM manufacturing & efficiency by means of dedicated programs:
    Productivity Improvement Program - Partnering to address a targeted Capsule Filling Machine performance gap 
    QbD for optimal machine ability and preventive/corrective visits: unique expertise and consultancy for QbD approaches implementation with capsule dosage form (correct CFM settings as well focusing product quality parameters.
   Support machine ability new products
   Any other TSE added value program

3.2.    Business Growth & Innovation
The TSE supports and improves business Growth & Innovation by means of dedicated programs:
    Customer Proximity - Technical Review meetings
    Capsugel certification program - CFM Training Courses & Advanced Manufacturing Seminars

3.3.    Service Excellence
The TSE supports and improves Service Excellence by means of dedicated programs:
    CFM combined package deals – Filling Machine Lease Program

4.    Perform other duties that are aligned with the incumbent’s skills, experience and competencies as assigned 

5.    For all of the above services, the TSE judges whether the service needs to be performed at the customer site or can be performed remotely, hence managing travel costs as a good house keeper.

6.    If possible, use to Capsule Filling Efficiency report to valorize the service 

Qualifications 

1.Bachelor’s degree or above,Field of Study: Electromechanics or mechanics/ Physical/Chemistry

2 .More than 3 years of experience in Customer support, including proactive, corrective technical service, trouble - shooting, etc.

3. Willingness to travel
4. High flexibility
5. Problem solving.
6 .Building effective teams.
7.Learning on the fly
8.Functional and technical skills
9.Drive for results
10.Innovation management