Customer Service Support Engineer

Serac; Selangor; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated technical support professional to enhance customer satisfaction through effective assistance and guidance. In this dynamic role, you will provide essential support to both customers and internal teams, ensuring that technical inquiries are addressed promptly and accurately. You will be responsible for identifying spare parts, conducting equipment inspections, and driving internal acceptance tests. This position requires strong leadership and communication skills, as well as the ability to multitask in high-pressure environments. Join a team committed to excellence and customer satisfaction, where your contributions will make a significant impact.

Qualifications

• Strong technical understanding of products and services.
• Ability to multitask in demanding situations while maintaining service levels.

Responsibilities

• Provide technical support to customers and internal teams.
• Identify spare parts and create critical parts lists for equipment.
• Conduct inspections of customer equipment for business opportunities.

Skills

Technical Support

Customer Service

Leadership

Communication

Problem Solving

Education

Technical Degree

Certification in Customer Service

Tools

Microsoft Office 365

Microsoft Dynamics

QAD

Smarteam

Job description

The role serves as a key technical support function, providing assistance both internally within Serac and externally to customers for the After Sales department. This position facilitates and supports day-to-day technical inquiries, offering guidance to customers, Serac service engineers on-site, and the After Sales department. The objective is to maintain and drive customer satisfaction through prompt, accurate, and professional support.

Main Tasks

1. Provide technical support to customers and internally for the department.
2. Identify spare parts and respective part numbers; create critical and preventive spare parts lists for Serac equipment.
3. Maintain awareness of all aspects of the spare parts activity in the region related to our customers.
4. Conduct inspections of customer equipment for potential business opportunities (Audit).
5. Be available to carry out duties of a service engineer for on-site work on planned and emergency short notice basis.
6. Assist and drive internal acceptance tests (IAT) on machines.
7. Work to maintain service levels and achieve KPIs.
8. Develop resources and services to meet market needs.
9. Supervise problem solving and proactive work to prevent waste.
10. Manage escalation of problems to management.

Information Technology Skills

• Windows OS and Microsoft Office 365
• CRM software – Microsoft Dynamics
• ERP software – QAD
• PLM software – Smarteam
• Communication tools: LinkedIn, WhatsApp, WeChat, Line, phone, text messaging

Competencies & Qualifications

• Leadership skills to supervise team members and ensure customer satisfaction.
• Strong technical understanding of the product.
• Ability to understand and drive sales processes to achieve KPIs.
• Capacity to multitask in stressful and demanding situations.
• Excellent communication skills for internal and external interactions.
• Ability to identify critical items and delegate tasks and resources effectively.
• Flexibility and a positive attitude in all situations.