Costumer Service Engineer, RMU | alfanar Electric

Job Purpose

provide technical support, resolve issues, and ensure customer satisfaction by delivering efficient and effective service.

Key Accountability Areas

Order Reception and Creation:

• Receive non-warranty work/service orders.
• Generate under-warranty service orders for customer complaints in SAP.

Requirements Study:

• Examine the service order's requirements and identify necessary resources (material, manpower, time, etc.).

Material Availability Check:

• Verify the availability of required material in stock and other resources for the service order.

Coordination and Scheduling:

• Coordinate with the customer to schedule a site visit.

Site Visit Execution:

• Organize and execute the site visit according to the agreed schedule with the customer.

Inspection and Problem Analysis:

• Conduct necessary inspections or testing to analyze the identified problem.

Solution Provision and Reporting:

• Provide solutions, prepare a defect report, and recommend further actions.

Assisting Customer Technicians:

• Assist the customer technician in coordinating their site visit.

Reporting and Feedback:

• Create the site visit report.
• Gather feedback from the customer.

Resource Consumption and Order Confirmation:

• Consume resources (material, manpower, time, etc.) allocated for the service order.
• Confirm the order status in SAP.

Non-Conformity Reporting:

• Reporting Defective Materials:
• Issue a non-conformity report to the purchasing department for defective materials discovered within the warranty period.

Record Maintenance and Reporting:

• Maintain comprehensive records of customer services.

Monthly Reporting:

• Prepare a monthly report summarizing customer services.

Continuous Improvement:

• Provide valuable input for product improvement based on customer complaints and feedback.

Role Accountability

HR Proficiency:

• Training of sub-ordinates and forming a team to get the work effectively.
• Provide leadership, coaching, and direction to subordinates in all aspects of their work.
• Delegate sub-ordinates in each respective assignment.
• Ensures fair distribution of tasks to maintain morale, motivation of subordinates.

Delivery:

• Perform the planned activities to meet the operational and development targets as per delivery schedules.
• Utilize resources effectively to achieve objectives within efficient cost and time.
• Provide a periodic report formatted by detailing the deviation and execution of planned tasks.

Problem-Solving:

• Resolve any related problems arise and escalate any complex operational issues.

Quality:

• Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.

Business Process Improvements:

• Coordinate well-defined written systems, policies, procedures, and seeking automations opportunities as much as possible.

Compliance:

• Comply to related policy and procedures and work instructions.

Academic Qualification

Work Experience

Technical / Functional Competencies