Job Summary:
Our client, a multinational company is looking for a Senior Field Service Engineer. You will be responsible in overseeing within the Customer Satisfaction Division (CSD) by providing advanced technical support to distributors and dealers, resolving complex technical issues, improving customer satisfaction, and ensuring high-quality after-sales service. The role also supports business strategy, partner capability development, and continuous service improvement.
Key Responsibilities:
- Strategy & Compliance
- Execute Field Services strategy aligned with company objectives.
- Implement policies, processes, and compliance standards.
- Monitor operational performance, risks, and regulatory compliance.
- Technical & Operational Management
- Lead technical support activities for distributors, dealers, and service teams.
- Troubleshoot complex hardware and software issues.
- Evaluate dealer technical capabilities and recommend improvements.
- Collaborate with product, sales, logistics, and warehouse teams to ensure timely issue resolution and product delivery.
- Oversee service operations, resource allocation, and budget adherence.
- Training & Development
- Train and mentor Field Engineers and dealer technicians.
- Develop technical training materials and evaluate training effectiveness.
- Promote continuous learning, innovation, and knowledge sharing.
- Customer & Stakeholder Management
- Serve as the primary technical liaison for distributors, dealers, service centers, and vendors.
- Build strong customer relationships through professional communication and technical guidance.
- Support sales teams by identifying upselling and cross-selling opportunities.
- Reporting
- Maintain accurate service records, parts usage, and labor data in the CRM/Service Management System.
- Prepare operational and performance reports for management.
Requirements:
- Bachelor's degree or diploma in Electrical/Electronic Engineering, Information Technology, or a related field.
- 5–7 years of experience in customer service/field service management within the consumer electronics, home appliances, refrigeration, or AV industry.
