The Service & Support Engineer is responsible for all technical supporting activities of our products and by coming service towards our customers. Repair, sales returns, answering queries concerning all the repair (RMA) issues and other issues in a correct way and timely towards customers, to give a proper feedback. Answering is possible by mail and telephone.
This position requires good organization, administrative skills, customer focus and a service oriented attitude.
Main job is to gather the customer’s information and helping the customer by analyzing the problem and figuring out the possible problem. Once identification of the problem is established, the service support engineer can begin sorting through the possible solutions available.
Tasks and responsibilities:
This includes supporting physical issues, software setup, hardware issues, application issues etc.
Physical received item(s) support issues, RMA returns, first line repairs, sales return etc.
The administration tasks for a smooth running and organization of the repairs is also an operational task regarding to the Service & Support Engineer. The position is driven by the ability to solve problems with technical products and a high service quality and customer focus.
Client/ Customer focus; providing service excellence to internal and external clients.
Teamwork; working collaboratively with others to achieve common goals and positive results,
Planning and organizing; defining tasks and milestones to achieve objectives, while ensuring the optimal use of resources to meet those objectives.
Initiative; identifying and dealing with issues proactively and persistently, seizing opportunities that arise.
Communicating; listening to others and communicating in an effective manner that fosters open communication.
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