Hello, Mr. Im. Could you introduce yourself?

Hello. I'm Im Do-hyeong, a chief manager in the Global PS Team of After-Market & Product Support (AMPS) of the Sales Division of HD Hyundai Construction Equipment.
Since joining the company in January 2014 during the open recruitment for non-experienced workers, I have worked in the Plant Division and Offshore Division of Hyundai Heavy Industries and am currently working in the Global PS Team at HD Hyundai Construction Equipment.

Is there a reason you chose HD Hyundai to apply for a job?

When I was preparing to enter the workforce, I had one goal in mind: to work as a plant engineer.
Everyone knew that I aspired to work as a plant engineer, and to me, Hyundai Heavy Industries, a leader in the onshore and offshore plant industry, was very attractive.

Since joining the company, I have gained a variety of experiences and have ceaselessly taken on new challenges. Now, I'm working in a completely different field than when I joined the company, but along the way, I was able to gain all kinds of experiences and skills that I had never expected.
Outside of work, what attracted me to HD Hyundai was the long vacation policy, a week of vacation every summer and winter to recharge, and the annual six-star hotel voucher, which has allowed me to be a dutiful son to my parents once a year.
Last but not least, the job security that everyone desires, evidenced by the long service periods of HD Hyundai employees. I had worried about the future, but this job has given me a sense of security, and 11 years later, I'm still convinced that I made the right choice.

What does the Global PS Team do?

The PS in the team name stands for "Product Support." The Global PS Team is responsible for providing technical support and services to international corporations that have purchased HD Hyundai Construction Equipment products as well as dealers and customers overseas.
We need to be able to provide technical support for all of the products sold in the regions we are in charge of, so it's important, above everything else, to be knowledgeable about our countless products.
Currently, the members of the PS Team are assigned to different regions, and I'm personally responsible for the North American and Oceanic markets.

What are the most important skills you need to have to do your job?

I'd say they're work ethic, communication skills, and character.
I'd like to especially emphasize communication skills because when it comes to product support, in most cases you can't solve the underlying problems sitting in an office.
You need to constantly communicate with dealers, corporations, and internal staff, and if necessary, you need to be willing to go out into the field to see the problems yourself.
In fact, when I was in charge of the Asia region, I once received a claim from a customer that an excavator had weak power. With the help of our internal R&D team and production subsidiary, we first compiled detailed data, then provided it to the dealer and customer and asked them to conduct tests. Even when the test results came back fine, the customer did not withdraw his complaint, so I immediately booked a plane ticket to go and meet the customer face-to-face, test the equipment myself, and explain in detail that there was no problem with the equipment performance. As a result, both the customer and the dealer were satisfied, and they are continuing to use our product to this day with no complaints about its performance. It was the hands-on approach and communication that led to this positive outcome.
I think character is just as important as communication skills.
Some people say that it's fine if you're a sociopath as long as you are good at your job, but in the PS Team, you can only grow by constantly communicating and interacting with those around you. I'd say that only those who have good character and are able to communicate with other staff and customers with respect, instead of just using them as a means to an end, will be able to do the work that we do.

What do you love about the Global PS Team?

I think one of the coolest and most rewarding roles of the PS Team is to be the "lone solution provider."
We are the first team to hear about an unexplained failure in the field.
It gives me a great sense of pride whenever I'm able to use my skills and knowledge to solve a problem in the field during a crisis that could have resulted in losing a disappointed customer and receive a thank you from the customer.
Of course, you have to constantly learn about the products to obtain excellent outcomes every time, and sometimes your work doesn't get much recognition internally or externally. However, the confidence that you understand the products your company sells better than anyone else will become a great weapon in your arsenal, and it will strengthen your sense of belonging to the company.
The longer you're part of the PS Team, the more you'll fall in love with the company.

How have you changed as a result of working in the Global PS Team?

I think one unique aspect of the Global PS Team is that it serves a bridge between two very different worlds.
As a fun analogy, I like to compare it to the character Heimdall in the Marvel movie who connects Asgard and Earth with a rainbow bridge. The language used in the field and the language used by the staff at the office are very different, so the PS Team members are always thinking about how to clearly translate the voices of the field for the internal staff so that the quality and productivity of our products can be improved in the right direction.
On the other hand, we also have to refine the jargon used internally and make it easy for field workers to understand. Because of this, I used to be somewhat careless before, but I've developed a habit of systematically organizing and clarifying any information.

What would you say to the job applicants who are interested in joining the Global PS team?

I've been there, and I know others who have been there. There are probably a lot of things that are making you think twice about pursuing a career in product support.
However, I'm confident that our Global PS Team is a multidisciplinary team that is versatile and well-versed in all areas, with a strong overall understanding of HD Hyundai Construction Equipment's products.
As an engineering graduate, I am also able to experience the appeal of science and technology while doing this job, which is different from the experiences that can be had in product development.
The fact that there are endless opportunities to develop global competencies and views that are fitting for the global era while traveling both domestically and overseas is also appealing. I'll await those of you who want to work creatively with your own individuality that sets you apart from others. Best of luck to you!