Customer Support Engineer
17 hours ago
**Responsibilities**
- Collaborate with the R&D, Procurement and Quality teams to investigate customers’ complaints and to identify root cause(s) and implement agreed improvement initiatives with technical report whenever necessary
- Identify possible site installation issues, provide technical advice and recommendations to customers on proper product installation and maintenance
- Preparation of training materials, operation & maintenance manuals and engagement of customers on products, installation, self-diagnosis and maintenance as part of our customer care programme
- Provide Major Failure reporting & Analysis
- Partner closely with other cross-functional teams to translate business needs and product requirements into new solutions for customers
- Escalate product issues, update team on any new changes, drive for improvements, follow up closely of the progress/solutions and secure parts for replacement program
- Conduct regular trending analysis for support issues to identify targeted training needs, design improvements and NPD tasks
- Organise and direct customer service activities and technical support team members to ensure delivery of high quality service
- Involved in project evaluation, feedback meetings, other planning and documentation of projects whenever required
**Requirements**:
- Minimum Degree / Diploma in Mechanical / Electrical Engineering or other related engineering fields
- Possess good communication and interpersonal skills
- Ability to work under pressure in a face paced environment
- Experience in customer support is advantageous but not a must ( training will be provided )
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