Customer Service Engineer

A Customer Service Engineer performs the set up for new equipment, prepares demonstrator units, and performs reconditioning of used equipment as well as repairing customers’ equipment.

The Customer Service Engineer is an integral position within the organization. A typical Customer Service Engineer performs the set up for new equipment, prepares demonstrator units, and performs reconditioning of used equipment as well as repairing customers’ equipment.

Customer Satisfaction:

• Must attempt to resolve any machine or customer issues with the use of tools and resources provided, and report any unresolved problems to Team Leader.
• Provide accurate and complete billing information for chargeable service.
• Keep customers informed as to status of repairs and or parts on order.

Technical:

• Practice logical troubleshooting techniques in order to quickly diagnose and resolve technical problems.
• Replace parts, install modifications, and install quality assurance kits on a regular basis to ensure optimum machine performance.
• Return all used parts for possible warranty.
• Appropriately utilize service manuals, technical publications, and all other aids to become as proficient as possible on equipment responsible for servicing.
• Be knowledgeable in Personal Computers and Operating Systems.

Operations:

• Responsible for accurately reporting and recording all documentation as it relates to position; i.e: service reports, machine logs, customer logs, etc, and submitting required paperwork on a timely basis.
• Properly care for and maintain security of any company assigned property including but not limited to, tools, uniforms, manuals, customer lists.
• Become knowledgeable of product applications and related supplies for the products you service.

OTHER DUTIES AND RESPONSIBILITIES

• May be assigned responsibility for small and medium projects from initiation to completion
• Ensure compliance with HSE standards and practices and applicable legislations
• Improves technical expertise by:
• Attending training sessions both locally and internationally
• Attending seminars / workshops
• Reviewing published literature

KNOWLEDGE AND SKILLS 
Bachelor’s Degree or equivalent certification.

• Minimum of 2 years’ technical working experience.
• The individual must be able to use hand tools, a multi-meter, and read wiring diagrams.
• Excellent written and verbal skills are required.
• Proficiency in Microsoft Office, specifically Word and Excel, is required
• Must possess excellent customer relations skills.
• Must have excellent interpersonal skills and the ability to work all levels of personnel both within the organization and with customer base.

PHYSICAL DEMANDS 

• The individual must be able to stand for long periods of time
• Lift up to 60 pounds
• Sit and kneel on the floor.
• Lifting of equipment during installations, servicing and repairs as required
• Operation of computerised equipment necessary

WORKING CONDITIONS AND ENVIRONMENT 

• Must have a valid passport
• Must be able to travel within a week’s notice
• Must be able to work in a 24 X 7 environment

PERSON PROFILE 

• Self-motivated
• Leads by example
• Strong work ethics and values.