Job Description
A service engineer is responsible to fulfill the initial setup and warranty activation. Focus on installing, testing, maintaining, repairing, and debugging devices and related components. Provide in-depth technical support to customers in terms of any issue that may rise. Document and report to the service manager.
Roles:
- Technical support and after-sales services for customers.
- Review the performance of installed equipment and perform preventive maintenance.
- Organize, write, and control records of fulfilled maintenance activities, instructions, and manuals.
- Promote him/herself at a high level of product knowledge by participating in mandatory training courses and self-study.
- Provide technical assistance.
- Follow up on customers' problems and ensure that issues are fully resolved.
- Provide reports to analyze common complaints and problems.
- Provide telephony and on-site technical support services for customers.
- Support the technical teams to solve problems and improve the performance of systems.
- Cooperate, coordinate, and service support with other internal departments to solve problems.
- Provide daily reports to the superior manager.
- Provide operation and maintenance support services.
- Open and track trouble tickets for issues based on technical analysis.
- Travel for a mission to other cities inside the country.
- On-call duty during the holidays and off-work hours to support services.
- Ensure maximum service uptime is achieved.
- Troubleshoot difficult technical issues with a strong commitment to delivering an excellent customer service experience.
- Collaborate or consult with other technical support engineers when the problem is too complex or falls out of your specific area of expertise and quickly facilitate solutions for customers.