Call Center Engineer

Hitachi Vantara; Kuala Lumpur; Hybrid; MYR 150,000 - 200,000; Full time

Job summary

A leading data infrastructure company in Kuala Lumpur seeks a Technical Specialist / Service Engineer for hybrid work. The successful candidate will handle technical requests, manage customer interactions, and ensure satisfaction through effective communication in English and Mandarin. Essential qualifications include technical experience and the ability to work under pressure. This role is pivotal for operational efficiency and customer loyalty, providing a critical link in the support chain.

Qualifications

• Technical skills/experience in areas such as data storage, networking, compute, operating systems.
• Fluent command of spoken and written English and Mandarin or Japanese; Cantonese is a plus.
• Experienced in customer support center environments.

Responsibilities

• Handle incoming and outgoing technical calls from customers.
• Create cases in CRM following standard operating procedures.
• Manage calls and cases effectively from start to finish.

Skills

Technical skills in data storage, networking, compute

Fluent in English

Fluent in Mandarin

Experience in customer support

Professional telephone manner

Education

Degree level or equivalent experience

Tools

Salesforce

Job description

Job Title: Technical Specialist / Service Engineer (GCC Professional – Field Dispatch)

1. The role must accept working in rotation shifts (including night shift)

2. Work type: Hybrid

3. Fluent command of spoken and written English and Mandarin/Cantonese to effectively communicate with Mandarin/Cantonese-speaking clients.

Our Company

We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks – can focus on achieving the incredible with data.

If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth. We’re looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data.

Job Purpose:

The GCC Professional – Field Dispatch is responsible for receiving and processing highly technical requests from customers, partners, engineers, and internal teams, as well as monitoring and managing HRO alerts (Hitachi Remote Op’s) in accordance with standard operating procedures (SOPs) using the knowledge base

This is a critical role that will set lasting impressions with our customers and our Partners, demonstrating technical excellence and the quality of support they expect from Hitachi Vantara at every interaction. These lasting impressions create loyalty and help drive future revenue.

Principal Accountabilities:

• Handle incoming and outgoing technical calls and enquiries from customers, partners, and engineers in the required languages
• Create cases in Hitachi Vantara CRM following SOPs through the knowledge base
• Manage calls/cases effectively from start to finish, obtaining updates and providing them to the relevant parties involved
• Order and manage parts on behalf of partner and field engineers when assistance is needed
• Generate emergency license keys for engineers
• Achieve allocated technical and administration tasks set daily, weekly, and/or monthly
• Follow established escalation procedures to transfer call/case/information to all levels of management and support groups
• Ensure the cases owned and handle are up-to-date and accurate
• Monitor and manage HRO alerts, cases, queues, and views, ensuring timely and accurate action in accordance with established processes
• Apply Case Qualifications
• Call customers to technically qualify problems before engaging field engineers
• Escalate cases which require remote assistance to Global Support Center (GSC)
• Manage country dispatch exceptions based on country rules, Error sheets, and knowledge base
• Raise Work Order (WO) requests which include development and provision of high-level action plans and lists of replacement parts, and engage Field Engineers through CRM (Salesforce) for the WO per SOP
• Provide first-line support for our support portal inquiries

Essential Qualifications:

• Technical skills/experience in areas such as data storage, networking, compute, operating systems, software applications, etc.
• Educated to degree level or equivalent experience in required languages
• Fluent command of spoken and written English, Mandarin or Japanese; articulate with clear communication. Cantonese is prepared also.
• A strong aptitude to learn new skills
• Strong and confident communicator in the required languages
• Team player able to work under pressure
• Ability to operate and produce quality work in a busy environment
• Experienced in customer support center and customer service environments
• Professional telephone manner

Preferred Qualifications:

• Experience working in customer support centers using data collection and diagnostic tools and call management systems such as Salesforce
• Experience in the culture of the spoken language
• Experience with any additional languages (not in the pre-requisite)

Impact and Scope: The position plays a crucial role displaying strong technical skills and acumen to ensure customer satisfaction and operational efficiency, influencing both customer and company revenue.