Customer Support Engineer recruitment in Bangalore - For a client of TeamLease Services Ltd

Key Areas of Responsibility – Customer Support Engineer ( CSE)

The Customer Support Engineer (CSE) is the owner of customer incidents as assigned.

The Customer Support Engineer will make repairs and replace components.

The Customer Support Engineer will also assist in site feasibility, Pre staging of equipment.

The Customer Support Engineer will also perform required modular swaps , unit replacements and

perform preventative maintenance services.

The Customer Support Engineer responds to all customer concerns or problems by resolving them

or by escalating them to the proper associate, team member, Regional manager, or Helpdesk.

The Customer Support Engineer will have ownership of the customer problems or incidents until the

situation has been resolved to the customer’s satisfaction and/or within the parameters of the

agreed upon Service Level Agreement (SLA).

Submission of documentation namely TRF, Installation documents, Chargeable call Slips and Faulty

Tags.

Willing to visit other locations if need arises for support

Customer Relations/Customer Satisfaction

Build working relationships with customers and develop informal communication channels with

customer account at the local level (i.e. Branch, Store or office).

Responsible for ownership of all customer issues/needs that are voiced or observed and acts

appropriately.

Understands and performs the various customer Service Level Agreement (SLA) requirements and

elevates or escalates issues when appropriate, and/or according to established procedures.

Communicates to all levels - Service/Installation Coordinator/Project team/RMs/Customer/Helpdesk,

throughout the entire service activity.

Represents HPY in a manner that reflects positively on the image and reputation of the company

Installation and set-up of hardware, hardware modifications and support SLM/FLM calls

Performs periodic preventative maintenance on assigned products

Diagnoses problems, makes repairs, and replaces components (at the module level).

Equipment Pre Staging, SFR and Installation of machines.

Maintain an appropriate parts inventory as well as parts record keeping

Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as

required

Responsible for capturing detailed customer asset information and other data required to complete

any invoicing or billing activities