Customer Support Engineer
4 days ago
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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