Field Engineer

• Respond to customer inquiries via phone, email, or chat.
• Provide prompt and accurate information regarding services, product functionality, new requests and troubleshooting.
• Serve as the first tier of response to customer escalations (S1 S2) and complaints.
• Drive continuous improvement in the service level provided to customers.
• Support customers on various project requests, such as spare part demands.
• Offer prompt services to customers and manage business processes accordingly.
• Provide customers a smooth communication channel, ensure projects and customers’ requirements are met, and deliver service products that create value for customers and Geekplus.
• Monitor and drive project issue closure, lead regular reviews with customers.
• Escalate complex problems to the relevant technical teams while maintaining communication with the customer.
• Efficiently manage and document service tickets. Track the status of open tickets and follow up with customers and internal teams as necessary.
• Collect customer feedback and report on common issues or potential improvements.
• Monitor Project Service Coverage % (Out of Service %) through regular catchup meetings, post-mortem reviews, and lessons learned sessions.
• Help draft RCA and CR documents by gathering information from the technical support team, IT operations, and system engineering team. Track deliverables to ensure timely completion and resolution of issues.
• Work closely with sales, technical support, and operations teams to provide cohesive customer support.
• Own the profit and loss of accounts/projects/customers/programs, managing income and cost to drive departmental revenue and profit.
• Promote service sales, including but not limited to: service parts, annual service products, system change requests, system improvements, and on-demand services.

Account Service Engineer, CN Bilingual

Field Service Engineer

Field Service Engineer

Field Service Technician, Level I