Overseas Customer Service Engineer- Turkey

CATL; Osmangazi; Sur place; TRY 150 000 - 230 000; Plein temps

Résumé du poste

CATL seeks an on-site service engineer to support customer factories, managing issues from detection to resolution at the site. You will coordinate with internal teams to achieve service goals and ensure customer satisfaction through strong communication and problem-solving at the customer site.

You will also handle delivery issues, identify risks, and work with logistics, quality, and production teams to prevent complaints and drive continuous improvement.

Qualifications

• Bachelor's degree or higher; PMP or quality/customer service background preferred.
• Minimum 1 year of on-site service, quality, logistics or related automotive/manufacturing experience.
• Familiar with customer factory processes (logistics, warehousing, production, quality).
• Fluent in English in working language and local factory language.
• Strong communication, coordination, risk anticipation and ability to work across departments.

Responsabilités

• Fully responsible for on-site service and relationship maintenance at customer factories, covering the entire process from issue occurrence to closed-loop resolution on site.
• Develop on-site issue response plans, track processing progress, manage escalation risks, coordinate internal resources, and ensure implementation.
• Actively facilitate communication between customers and internal teams, driving the achievement of on-site service goals and customer satisfaction.
• Promptly resolve various delivery issues, including warehousing, logistics, rework, materials, orders, etc., promote coordination and escalation at different levels.
• Comprehensively identify risks that may lead to customer complaints during the delivery process, and develop and implement risk mitigation plans.
• Monitor issues in on-site service processes at customer sites, and be responsible for escalating and managing changes regarding on-site issues.
• Coordinate daily service and intelligence collection at customer factories, ensuring that on-site issues are resolved before they escalate into customer complaints.
• Support the monitoring of competitor dynamics, organize internal experts to analyze competitor issue risks, and facilitate order conversion.

Connaissances

Problem solving

Coordination

Communication

English

Independent work

Team collaboration

Formation

Bachelor's degree

PMP certification

Customer service/quality background

Description du poste

1. Fully responsible for on-site service and relationship maintenance at customer factories, covering the entire process from issue occurrence to closed-loop resolution on site.

2. Develop on-site issue response plans, track processing progress, manage escalation risks, coordinate internal resources, and ensure implementation.

3. Actively facilitate communication between customers and internal teams, driving the achievement of on-site service goals and customer satisfaction.

4. Promptly resolve various delivery issues, including warehousing, logistics, rework, materials, orders, etc., promote coordination and escalation at different levels.

5. Comprehensively identify risks that may lead to customer complaints during the delivery process, and develop and implement risk mitigation plans.

6. Monitor issues in on-site service processes at customer sites, and be responsible for escalating and managing changes regarding on-site issues.

7. Coordinate daily service and intelligence collection at customer factories, ensuring that on-site issues are resolved before they escalate into customer complaints.

8. Support the monitoring of competitor dynamics, organize internal experts to analyze competitor issue risks, and facilitate order conversion.

Job Requirements:

1. Bachelor's degree or above; holders of customer service or quality-related or PMP certifications are preferred.

2. At least 1 year of experience in on-site service, quality, logistics, or production or project management in the automotive, battery, or manufacturing industries; experience in resident engineering at customer factories is preferred.

3. Familiar with the internal processes and operations of customer factories (logistics, warehousing, production, quality, etc.), with clear thinking, strong problem-solving and coordination skills, and a sense of risk anticipation.

4. Proficient in English as a working language, and also fluent in the local language or dialect of the customer's factory location.

5. Strong communication and interpersonal skills, able to effectively maintain relationships with customers' front-line positions and gather intelligence; capable of working independently and collaborating across departments; resilient under pressure, with strong execution ability and a commitment to long-term engagement at customer sites.