Customer Service Engineer

freeC's Client

Key Responsibilities:

Technical Support:

• Provide technical assistance to customers regarding the installation, operation, and maintenance of company products, including display technologies.
• Troubleshoot and resolve technical issues reported by customers through various communication channels.

Customer Communication:

• Establish and maintain positive relationships with customers by understanding their needs and providing timely and effective communication.
• Serve as the primary point of contact for technical inquiries and issue resolution.

On-Site Support:

• Conduct on-site visits to customer locations when necessary to address complex technical issues or provide hands-on assistance.
• Collaborate with cross-functional teams to ensure prompt resolution of customer concerns.

Training and Documentation:

• Develop and deliver training sessions for customers to enhance their understanding of company products and facilitate successful implementation.
• Create and update technical documentation, including manuals and troubleshooting guides.

Product Feedback:

• Gather and relay customer feedback to internal teams, including engineering and product development, to contribute to the improvement of company products and services.

Quality Assurance:

• Work closely with the Quality Engineering team to identify and address recurring technical issues, contributing to overall product quality improvement.

Escalation Management:

• Manage and escalate customer issues appropriately, ensuring a high level of customer satisfaction.

Collaborate with internal teams to expedite resolutions for critical customer concerns.

Qualifications:

• Minimum of 3 years of experience in customer service (CS) within the machine industry, particularly in dealing with Samsung and LG customers in Vietnam.
• Ability to effectively handle customer issues, review client judgments, and independently drive plant improvement in collaboration with the quality department.
• Skilled in maintaining positive and productive customer relations.
• Language: Chinese (required); Vietnamese (required); English ( preferred)
• Education: Bachelor degree or above

• Attractive salary package and benefits
• Professional working environments