Technical Service Engineer

Role Summary

Job Responsibilities

Product/Service Information

Provide advanced product/service information and respond to complex customer questions about the product/service.

Faults Diagnosis and Correction

Provide initial fault isolation and propose resolution for approval by more senior colleagues to limit and address issues promptly.

Resolving Customer Issues

Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.

Operational Compliance

Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.

Customer Relationship Development / Prospecting

Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.

Retail Service Operations

Provide service operations support by performing both standard and nonstandard activities using existing systems and processes. Advise other colleagues on service operations matters.

Technical Database Support

Monitor and report on distribution of database resources and provide physical modeling and design services to tune database applications for optimum performance.

Customer Order Processing

Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.

Customer Needs Clarification

Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.

Periodic Health Checks

Maintain and lead periodic check-ins with non-key customers to ensure they're receiving the most value from the product/service.

Service-Related Upselling and Cross-selling

Present additional products/services during service interactions that could benefit the customer.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education