Customer Support Engineer

3 days ago

Davao City, Davao, Philippines The HR Practitioner Full time ₱600,000 - ₱1,200,000 per year

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.

Interested candidates with suitable qualifications and relevant experience are encouraged to email their current/updated resumes, transcript of records, relevant certifications or licenses, as well as with other pertinent documents, and kindly indicate in the subject line the preferred position title applied at:

HGG PROFILING SPECIALISTS PHILIPPINES, 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.

https://hgg-

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