Field Support Engineer

Job TitleField Support Engineer

Job Description

Field support engineer:

  • Manage all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
  • Analyze operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customers.
  • Review warranty claims.
  • Analyze cases from customer and register in CRS (Complaint Registration System) when needed and follow up the resolution till close loop.
  • Handle DGR (damaged goods return) application from customer by verify the defects and follow the replacement delivery to customer.
  • Develop customer care department procedures. Be a bridge between customers and BG field quality to resolve product quality related inquiries.
  • Ensure and sustain the deliverables in terms of CoNQ, NPS and complaint resolution.
  • Initiate and support continuous improvement projects to improve customer satisfaction level.

Global CRS Support:

  • Identify global user requirements
  • Ensure prioritizing and scoping of changes
  • Create a functional specification
  • Ensure the IT team creates a technical specification in line with the functional specification
  • Contact point for the IT team during the software development phase
  • Set-up global user testing
  • Create documentation
  • Coordinate training activities
  • Actively communication with the regional key-user network

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