Service Engineer

Responsibilities:

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

Requirements

Requirements:

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