Service Engineer

Customer support / Service Engineer

Job Responsibilities:

• Maintains customer satisfaction by providing problems-solving resources.
• Answers customers questions.
• Manages staff.
• Accomplishes customer service human resource objectives by training, and coaching employees.
• Communicates job expectations to other employees.
• Plans, monitors, appraises, and reviews job.
• Enforces company policies and procedures.
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.
• Prepares and completes actions plans.
• Implements production, productivity, quality, and customer-service standards.
• Resolves problems.
• Completes audits.
• Identifies customer service trends and determines system improvements.
• Meets customer service financial objectives by forecasting requirements.
• Prepares annual budgets.
• Schedules expenditures.
• Analyzes variance and initiates corrective actions.
• Determines customer service requirements by maintaining contact with customers and visiting operational environments.
• Conducts surveys and forms focus groups.
• Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
• Maximizes customer operational performance by providing help desk resources and technical advice.
• Resolves problems and disseminates advisories and warnings.
• Detects and diagnoses problems.
• Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
• Accomplishes information systems and organization mission by completing related results as needed.

Customer Service Engineer Qualifications / Skills:

• Customer service skills
• Process improvement
• Strong decision-making skills
• Managing processes
• Planning
• Tracking budget expenses
• Analyzing information
• Developing standards
• Help desk experience

Education and Experience Requirements:

• High school diploma or equivalent
• Experience in customer service

The Role

Service Scheduling – Receive incoming calls for service and installation of prime equipment, and schedule all shop and field service jobs. Work with the Service Manager to coordinate the activities of the Service Department and maximize Service Technician utilization. Confirm service schedules with customers and technicians. Serve as the information liaison between the Service Manager, Service Technicians, and customers – providing regular updates to customers regarding service that is in process. Manage and control work in progress. Report problems that service technicians are having to the Service Manager.

Service Administration – Secure purchase orders for service work, and verify terms and conditions with customers. Maintain (edit as needed) scheduled service orders (including both manual orders and service contracts). Track and file relevant paperwork. Order, track, follow up and expedite parts as needed. Complete administrative requirements for element return function.

Contribute to positive Company branding by projecting a knowledgeable, professional, and customer-oriented image to customers.

Perform all duties in accordance with Dry Air standards, while always striving to understand the needs and expectations of the customer.

Take whatever action is appropriate and required to get the job done and to establish and maintain communications with all people/employees considered necessary to get the job done.

Perform other duties as assigned.

Must be able to work independently and have excellent organizational, interpersonal, verbal and written communication, and problem-solving skills. Must be able to manage multiple priorities with flexibility, a positive attitude, and a strong commitment to customer service. Must be proficient in Microsoft Office, including Word and Excel.