Customer Service Engineer

1 week ago


Pune, Maharashtra, India Convergint Asia Pacific Full time
Job Title:

Customer Service Engineer - Experience Required

About the Role:

We are seeking a highly skilled Customer Service Engineer to join our team in Convergint Asia Pacific. As a key member of our service department, you will be responsible for ensuring client satisfaction and managing relations with existing clients.

Main Responsibilities:
  • To ensure total client satisfaction by resolving technical issues efficiently and effectively.
  • To work closely with CS Representatives, coordinating all customer service issues and managing relations with existing clients within assigned regions.
  • To ensure quality of services following company standards and policies strictly, delivering prompt and efficient responses to all service requests.
  • To provide routine preventive maintenance, handle daily trouble-shooting, and follow up on all open technical issues until they are resolved.
  • To take over all service issues from Project teams after external handovers have been completed.
  • To prepare customer training materials and deliver professional customer training.
  • To diagram updates after handovers.
  • To complete customer log files and submit weekly log file reports.
  • To manage service sub-contractors and ensure they adhere to ICD standards and policies.
  • To promote sales and generate revenue from existing clients.
  • To assist with help desk duties.
  • To report CS events to CS Department Supervisors and National CS Managers.
Requirements:
  • Experience working with Lenel/CCure/AMAG/Gallagher security systems is preferred.
  • Customer-centric approach with excellent problem-solving skills.
Compensation:

The estimated annual salary for this position is between $60,000 to $90,000 SGD, depending on experience.



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