Technical Service Engineer

A Technical Service Engineer is responsible for building strong customer relationships, addressing complaints, providing technical support, conducting training, analyzing market trends, benchmarking competitor products, and collaborating with internal teams to resolve issues, improve product quality, and promote new technologies, ensuring customer satisfaction and competitiveness.

Responsibilities :

• Develop and maintain strong relationships with customers to understand and address their needs effectively.
• Investigate and address customer complaints effectively.
• Provide on-site or remote technical support to resolve product-related issues.
• Follow up on improvement tasks arising from complaint cases, ensuring timely execution and tracking progress.
• Collaborate with the manager to establish, review, and improve procedures for handling customer complaints, compensation, and quality assurance.
• Conduct technical training sessions for customers and internal teams to enhance product knowledge and application techniques.
• Perform competitor product benchmarking, analyzing strengths and weaknesses to refine strategies and enhance competitiveness.
• Gather, record, and analyze customers' facility capabilities and actual applications; identify opportunities for existing and new product applications.
• Promote new products and technologies to customers, highlighting their benefits and value.
• Collaborate with Technical Development, Production, and Quality Control teams to develop solutions for customer challenges and improve product quality.
• Collect and analyze market trends and feedback to identify opportunities for product development or improvement.
• Prepare customer satisfaction survey reports focusing on quality issues.

Requirements :