Service Engineer
2 weeks ago
- Overseeing all the service operations within the company
- Formulating policies and procedures to ensure quality customer service, and after-sales support for our clients
- Managing a team of customer service representatives, technicians and support staff to provide them with guidance, allocate necessary resources and address their concerns
- Prioritising complaints based on their severity and impact, and focusing on resolving escalations
- Establishing a process that streamlines all the activities of the service department, starting from service request intake to service resolution
- Coordinating with the finance division to manage the department's budget
- Coordinating with the manufacturing department in defect resolution, repair or replacements as required
- Implementing strategies to provide exceptional customer service
- Maintaining strong working relationships with key clients and customers
RequirementsRequirements:
- Bachelor's Degree in Mechanical, Chemical or Process Engineering
- Preferred Degree in Business Administration and additional certifications in customer service, project management or related areas
- Strong understanding of customer service principles and practices
- Excellent communication skills, both verbal and written
- Exceptional problem-solving and decision-making abilities
- Ability to manage and motivate a team to work towards a common goal
- Working knowledge of the semiconductor industry, including recent trends and developments in the field
- Familiarity working with service management software or customer relationship management systems
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