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QUALIFICATIONS AND JOB DESCRIPTION
Title: After Sales Service Engineer
Business Area:
Industrial Kitchen and Laundry Equipment
Job Description:
After Sales Service Engineer is responsible for providing after-sales service support to customers, such as the installation, maintenance and repair of the sold products. They take corrective actions to ensure customers' satisfaction, resolve technical product-related issues and write customer summary reports.
· service and site management in turnkey projects and reporting to sales team
· Responsible for assisting customers’ technical needs as well as advising them services to keep their equipment running in top performance.
· Working side by side with Spare Part Manager to provide prompt and excellent support for spare part enquiries from both service partners and end users.
· Scheduling service appointments for customers, organizing service partners and handling distribution of jobs to do and following up.
· Answering phone calls from customers with technical questions and concerns. This will require good English reading and translating ability as the technical documents (user and service manuals, spare part catalogues, product specification sheets, etc.) are in English.
· Documenting service reports and equipment installation reports based on service partner technicians’ notes and findings on the field.
· Receiving, managing, and processing spare part orders from service partners and end users; familiarity with SOP (Sales Order Process).
· Monitoring and confirming spare part orders sent by service partners via Electrolux Professional web portal on daily basis.
· Dispatching ready orders from the warehouse by using ERP systems, keeping close relation with warehouse staff.
· Monitoring and confirming invoices sent by service partners on weekly basis. Handling invoice value correction process if any conflict arises.
· Preparation and registration of authorized service partner agreements.
· Visiting customers at times and supporting the service partners on the field if needed.
· Creating monthly reports to present to After Sales Services Manager.
· Practicing and executing top notch customer service so that customers of Electrolux Professional always be kept satisfied.
· Maintenance, repair and spare parts management
· Handling of complaints and warranty cases
· Complaint management
· Upselling activities
· Administration of master data and product evaluations
· Trend analysis
· Maximize customer face time and ensure connection across the entire value chain of customer
· Understand customer’s requirement and its proposed solution
Skills and Requirements:
· Undergraduate degree or bachelor’s degree from enginering faculties of universities such as mechanical, electrical, mechatronics.
· Good technical knowledge preferably in industrial kitchen and laundry equipment business.
· Good knowledge of using MS Office and ERP programs.
· Customer satisfaction focused mindset.
· Able to travel
· Good verbal and written communication skills.
· Good time management and job prioritizing skill.
· Satisfactory command of English.
· At least 3 years professional experience in after-sales
· Strong organisational and problem-solving skills
· Empathy and resilience
· B level driver's licence and active driving