Customer Support Engineer

1.0 GENERAL JOB DESCRIPTION

The CSA shall be mainly responsible for:

• Generating revenue from parts/service sales according to the objectives of the SASD Customer Support Section
• Customer relations management, providing after-sales, commercial, and technical support to assigned accounts

2.0 DUTIES AND RESPONSIBILITIES

The CSA shall:

• Manage the after-sales activities for the accounts/territories to be assigned, through
• Periodic visit to customer to pro-actively assess their after-sales requirements
• Aligning the customer’s after-sales requirements with the products and services of EOS, and
• Promoting the usage and selling of EOS’ parts and services to generate parts and service revenue.
• Recover inactive customers to generate parts and service revenue.
• Develop and manage new accounts/territories to generate revenue from the sales of parts and services for core and non-core products.
• Manage the customer relationship activities to maintain customer retention, by:
• Monitoring the status of customer’s equipment to ensure that appropriate service support is provided at all times
• Ensuring that customers’ requests for assistance/complaints are given appropriate and on-time response and action
• Tracking the progress of service job and parts order, updating the customers regularly on the status and ensuring that these are completed or delivered within the committed time,
• Promoting goodwill and building good business relationship
• Regularly coordinate with the Service Team to:
• Ensure that the appropriate service support is provided to customers at all times
• Technical reports/equipment inspection reports are timely submitted to customers and available on-time for preparation of parts/service proposals
• Track the progress of service job orders, address operational issues/concerns, and ensure that they are completed within the committed time
• Visit machine job sites (as may be necessary), to fully assess the condition of the equipment and determine the required parts/services

2.6 Manage the parts and service sales process, through:

• Submission of monthly after-sales revenue forecast
• Submission of reports
• Weekly activity plan
• Weekly revenue results
• Weekly quotation tracking
• Monthly parts and service revenue with analytics
• Other reports that may be needed as the job may require
• Preparation and submission of parts/service proposal
• Follow-through with customers for the approval of parts/service proposals
• Collection of payment for parts/service sales transactions
• Coordination with Parts Department/Supply Chain Departments to ensure timely delivery of customers’ parts order
• Regularly coordinate with the CS Team leader/Parts Manager for parts stock planning to ensure the availability of parts for the after-sales business.
• Assist in marketing activities relative to parts and service promotions.
• Execute other functions related to her/his foregoing duties and responsibilities, as may be required/assigned by her/his Superiors.

• Preferably a graduate of mechanical engineering or technical vocational course in heavy equipment, automotive or mechatronics
• With minimum 1-2 years relevant work experience in the heavy equipment or light equipment, or automotive industry, in the field of customer relations/ parts and service sales
• Technologically-adept and familiar with computers and office applications
• Detail-oriented, can read and understand equipment manuals and be able to correctly identify parts requirements and corresponding part numbers
• Excellent interpersonal relationship and can interact well with customers and teammates