[Immersive Experience] FAE Work Diary - What is it Like to be An Industrial Computer "Doctor"?
Emergency calls on weekends, impromptu business trips, on-site consultations with customers... Industrial computer FAEs (field application engineers) are both technical geeks and people experts. Today, we will take you through this mysterious profession that requires both mental and physical effort from a first-person perspective - how do the "quacks" in the technology circle respond to challenges?
🎥 On-site Documentary: Operation and Maintenance Record of Chongqing East Railway Station Subway Station
🔧 Q1: How to respond quickly after receiving a request for help from a customer?
The core of FAE's quick response lies in "adequate preparation + efficient communication + clear process + teamwork". This is not only a competition of speed, but also a reflection of the system's performance. Just like this Chongqing project, the team rushed to the site day and night, with professionalism and sincerity, to solve problems for customers as soon as possible.
*On the opening day of Chongqing East Railway Station, the JHCTCH FAE team provided on-site escort
🤝 Q2: What are the core responsibilities of FAE?
"Solve customer technical problems, optimize product applications, and convey market voice." We must use professionalism to reassure customers and sincerity to reassure the company.
🎭 Q3: What qualities are required to be a FAE?
FAE is a combination of "technical expert" + "communication bridge" + "problem solver" + "customer spokesperson". Technology is the foundation, communication is the core, solving problems is the goal, and serving customers is the purpose. Strong learning ability, emotional intelligence and stress resistance are also indispensable soft skills.
🧳 Q4: What preparations should be made before going to the site?
The core of FAE's on-site preparation is "solid technical plan, clear customer information, and complete tool solutions." And... secretly collected food guides from all over the world (after all, after repairing the equipment, you have to reward your stomach) "
🚨 FAE's "Atypical" Daily Life
▌ 8:30 AM
Before I finished my morning steamed bun, my phone suddenly vibrated. Suddenly, a new work order popped up on my phone: "Emergency after-sales service!" One-click to start the emergency response process.
▌ 10:30 AM
In the customer meeting room, the whiteboard was gradually filled with analysis points. As a "technical bridge", we are converting professional terms into solution paths that customers can understand, and the team discussions are coming one after another...
▌ 2:00 PM
While focusing on troubleshooting between devices, new messages kept coming from my phone. In the technical support group, the various teams in the R&D center collaborated in real time, and hardware, software, testing... multiple lines were advanced in parallel, just to quickly overcome the problem.
▌ 4:00 PM
After debugging the last parameter in the equipment room, I wiped the sweat from my forehead and turned to the customer with a confident smile: "The system will be back to normal operation soon."
▌ 9:00 PM
In the smoke of the barbecue stall, the customer clinked glasses and said with emotion: "With you here, we feel at ease!" I quietly sent the good news to the technical group and received a row of "like" emojis - this is a victory for the entire team.
✨ Today's task card
✔️ Emergency response mechanism activated
✔️ Technical-business language conversion
✔️ Seamless collaboration among multiple teams
✔️ On-site problem solving
✔️ Customer trust value +100%
💡 Why is FAE an Important Role in the Industrial World?
✔ "Barefoot doctors" in the technical world: there are no standard answers on the scene, and they all rely on experience to "diagnose the pulse".
✔ The technical type among smart people: they can repair machines and at the same time they can deal with the "humans" who operate machines.
✔ Troubleshooting experts = invisible sales masters: they repair equipment and win people's hearts.
There is no script in the world of FAE, and every departure is an improvisation.
JHCTECH FAE team is dedicated to serving you~
Which department's "survival rules" would you like to unlock next time? Is it the product manager's "demand alchemy"? Or the sales manager's "opportunity capture guide"? See you next time!