1. Building Cutting Solution
Service & Customer Support
Prepared by Arya Saputra

2. Career History & Achievement
Prepared by Arya Saputra
End of 2010
• HP XP5 series FSE Basic Training (HP Scitex APJ, Bangkok) 2011
• Incharge for Artindo Grafika Printing
2013
2014
2011
2012
• Join PT. Samafitro – Operator
• HP XL1500 FSE Basic Training (HP Scitex APJ, Jakarta) 2010
• HP XL1500 FSE Core Engineer Certification (HP Scitex APJ, Jakarta) 2012
• HP XP5 series FSE Core Engineer Certification (HP Scitex APJ, Bangkok) 2012
• Lead Artindo’s XP2500 installation
• Promoted as Associate Field Service Engineer
• ZUND G3 On Job Trainning with CE TECH
• 1st Installation at Spectrum Pte Ltd, Singapore
• 2nd Installation at Dot to Dot Sdn. Bhd. Selangor, Malaysia
• 3rd Installation at Everlit Packaging, Singapore
• 4th Installation at HQ Pack Sdn Bhd, Johor Bahru, Malaysia
• Promoted as Service Engineer (Sign & Display)
• Hardware support key person for Zund

3. Prepared by Arya Saputra
HP Scitex XP2500
Customer : Artindo Grafika Printing, Jakarta
Date & Time : 2012
HP Scitex XP5500
Customer : Multigraph Digital Printing, Jakarta
Date & Time : 2012
ZUND L-2500 PN series
Customer / Event : FGD Expo (2011)
PT. Win Surabaya (2012)
ZUND L-2500 G3 series
Customer / Event : FGD Expo (2013)
PT. Snapy Warlab Sukses (2013)
Prima Graphia digital printing (January 2014)
PT. Panca Tirta Harmoni (April 2014)
PT. Percetakan Rambang (Oktober 2014)
• HP Scitex XL1500
• HP Scitex XP5xxx series
• HP Scitex XP2xxx series
• ZUND G3/S3/PN series
Machines Handled
Installation Leaded

4. Prepared by Arya Saputra
Product Manager
Technical
Superviso
r
(Arya. S)
Aplication
Engineer
Admin
Staff
Marketing
&
Design
Sales
Superviso
r
FSE
(Budiyono)
FSE
Maryanto
Sales
Sales
Sales
Sales
Structure

5. Prepared by Arya Saputra
Delivering Trusted, Professional, and Profitable service of
Cutting Solution which Leverage Customer’s Bussines
and Customer’s peace of mind
Service
Delivery
Service
Administration
Service
Bussines
• Standardize engineer
skill
• Local Training
• Branch’s Engineer
Trainning
• Call Management
• Field Service Report
• Escalation
• Creating Installation
checklist
• Value Care
• Consumable & Spare
part
• Service Call Revenue
Growing competences &
quality
Supporting Field Task Revenue 1,2 M
Goals

6. Prepared by Arya Saputra
Ideas
GCC
Value
Care
ZUND
Value
Care
Reporting
System
Weekend
Service
Standby
Warranty
Machine
Maintenanc
e
Standard
Value Care
Labor only
Value Care
Direct
Support
Priority
Service Call
Standard
Value Care
Labor only
Value Care
Priority
Service Call
Service
Record
Customer
Database
Problem
Sharing
1 engineer /
week
3 months
maintenance
for Zund
6 months
maintenance
for LaserPro
Short TermLong Term

7. Prepared by Arya Saputra
Product
Manager
Technical
Supervisor
Admin Staff
Aplication
Engineer
Customer
Field
Service
Engineer
Workflow
Review & Assign
Communication & Update
Report & Responsibility

8. Prepared by Arya Saputra
KPI
Financial
Perspective
Service
Revenue
Contribution
Ink & Spare
Parts Sales
Customer
Perspective
Customer
Satisfication
Service Call
management
Internal
Perspective
Supporting
Sales &
Marketing
Learn &
Growth
Perspective
Sharing
Knowledge /
Problem
External /
Internal
Trainning

9. Suggest
Prepared by Arya Saputra
Man Power
On Job Training
Official Training
Product Knowledge Training
for sales & marketing
Coordination between sales &
technical

10. Thank You
Prepared by Arya Saputra