Service Engineer

Job Mission

To coordinate the customer service process, resuming unit operations in the shortest time possible and providing feedback on failure mode findings at the lowest cost, in accordance with the warranty terms and conditions, to achieve full customer satisfaction.

Responsibilities:

1. Efficiently manage the complaint handling process, achieving a reduction in response times and positive customer feedback.
2. Advise customers on identifying the actual situation (causes, status, consequences, and potential solutions) of the problems reported with the product, in accordance with established area procedures.
3. Execute the workflow processes of the service call center area to ensure compliance with established standards and goals.
4. Provide feedback to the Quality department by sharing information derived from on-site problems due to customer claims, thereby enabling the definition of internal solutions that improve process and product quality.
5. Resolve complaints and issues reported by customers, providing periodic follow-up and progress and closure reports both to the customer and internally.

Requirements:

1. Education – B.S. in Electrical Mechanical Engineering, Mechanical Management Engineering, Industrial Engineering, or related fields.
2. Experience – At least 3 years of experience in customer service regarding technical industrial product and quality matters.
3. English – Advanced.