Position Description

Primary Responsibilities

• Handle calls from customers, dealers and OEM partners and provide support to their specific request or divert their request to responsible CSH employees who can best provide the support.

• Follow through ensure happy call closing and enquires taken care.

• Equipment repair request:
• Dispatch field engineer to the customer site
• Inform and confirm customer on field engineer on site arrangement
• Input related information into system to track response time, down time, repair time, repeated calls, etc. (when “Service Link” not available)
• Equipment installation request:
• Based on submitted/ call request from customer, dealer, OEM to arrange engineer for on-site equipment installation
• Inform and confirm customer on equipment installation arrangement
• Input related information into system to track response time, etc.
• Equipment-service related complaints:
• Register customer complaint and follow up
• Product enquiry:
• Response to customer with trained response on specific products (Brazil only). Divert product enquiry to sales person for in-depth enquiry.
• Support need/ General enquiry:
• Divert to responsible person in the organization who can best support the customer or provide information of the enquiry
• Prepare quotations for “per-call” customers.
• Send and follow up quotation with customers.
• Other activities:
• Conduct customer satisfaction surveys
• Notify managament on any critical issue reported by customers

Key/Critical Competencies