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
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