Customer Support Engineer

4 weeks ago

Davao City, Philippines TheHRPractitioner Full time

Responsibilities:
• Serves as first point of contact with customers regarding their machine issues after installation.
• Provides prompt and accurate feedback to customers.
• Provides initial diagnoses, analyses, and troubleshoots machine issues.
• Asks customers targeted questions to quickly understand the root of the problem.
• Guides customers through a series of actions by phone, email or other communication channels until issue is addressed or solved.
• Coordinates, escalates, monitors, and follows up unresolved or open issues to/with appropriate colleagues locally and in the head office.
• Ensures all issues and communications with customers are properly logged and updated in the internal CRM system.
• Follows up with customers to ensure that their machines are fully functional after troubleshooting.
• Provides technical support to Service Engineers during installation, service visits and trainings.
• Prepares and submits accurate and timely reports.
• Documents technical knowledge, including findings, analyses, solutions, recommendations, and learnings in the form of notes and manuals.
• Performs other tasks that may be assigned from time to time.

Qualifications:
• Good understanding of technology products
• Familiarity with remote desktop applications
• Excellent problem-solving skills
• Superb communication skills, both written and verbal
• Self-motivation and positive disposition
• Confidence and composure in handling multiple tasks and customer issues at one time
• Applicants must be willing to work in Bajada, Davao City

Education and Experience:
• BS degree in Electrical or Electronics Engineering or relevant field, preferably with PRC license;
• Proven work experience as a Technical Service Coordinator or similar role; and
• Has call center experience as Customer/Technical Support.

HGG PROFILING SPECIALISTS PHILIPPINES, INC. is a subsidiary of HGG Profiling Equipment B.V. based in the Netherlands. It has been in the business for more than 30 years and is the first to design and develop a special high-precision mobile CNC (Computerized Numerical Control) pipe cutting machines. After several innovative solutions, HGG Profiling Equipment has grown to a leading company in the market of pipe cutting.

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