Customer Service Engineer
Job Summary
A Customer Support Engineer to manage client accounts by advising on and selling aftercare services for installed systems. The role ensures optimal customer support through maintenance, inspections, upgrades, service contracts, and training. It involves proactive engagement with clients, managing service projects, and participating in rotating on-call support.
Responsibilities
- Manage client accounts and service aftercare
- Promote and sell maintenance and upgrade solutions
- Prepare service quotations and cost calculations
- Coordinate maintenance activities and service projects
- Participate in rotating on-call support
Required Skills
- Engineering degree (Mechanical/Electrical/Marine/Automation)
- 2-5 years of field or customer service experience
- Knowledge of ERP systems
- Proficiency in technical sales and project coordination
- Strong communication and negotiation skills
Job Details
Key Responsibilities:
- Advise clients on aftercare service solutions to optimize the performance and extend the lifespan of installed equipment.
- Promote and sell maintenance, inspection, upgrade, service contract, and training solutions to existing customers to drive recurring revenue.
- Oversee assigned customer accounts by coordinating service activities and ensuring the timely and effective delivery of support.
- Work closely with fellow Customer Support Engineers to exchange knowledge, share best practices, and enhance overall customer support.
- Build and maintain strong customer relationships by delivering responsive, accurate, and proactive support throughout the after-sales service lifecycle.
Role Overview:
- Proactively engage with assigned clients to identify and generate new service opportunities and customer support assignments.
- Prepare and issue timely, accurate, and realistic quotations for all aftercare service activities.
- Record service activities in the ISAHERP system, and review and prepare project cost calculations.
- Monitor and follow up diligently on potential service assignments and outstanding quotations.
- Conduct customer negotiations within approved pricing margins and issue order confirmations upon agreement.
- Manage project budgets and maintain accurate project documentation within the assigned scope.
- Respond promptly to urgent customer issues, including participation in the on-call support service.
- Share responsibility for the team's service hotline and participate in a rotating on-call schedule.
Requirements:
Education & Experience:
- Diploma or Bachelor's degree in Mechanical, Electrical, Marine, or Automation Engineering.
- 2–5 years of experience in customer support, after-sales, field service, or technical sales within industrial/marine/offshore sectors.
- Experience managing customer accounts and coordinating service activities preferred.
- Familiarity with ERP systems (e.g., ISAH, SAP, Oracle) is preferred.
Technical & Commercial Skills:
- Understanding of preventive maintenance, equipment servicing, inspections, and troubleshooting.
- Ability to identify customer needs and recommend suitable maintenance solutions.
- Skills in preparing quotations, negotiating pricing, and project cost control.
Soft Skills:
- Excellent communication and interpersonal skills.
- Customer-focused with strong problem-solving abilities.
- Self-motivated, proactive, and capable of independent or collaborative work.
- Ability to manage multiple priorities and meet deadlines.