Service Engineer

Role & responsibilities

• Ensuring good customer service by addressing and ensuring the timely resolution of customer issues or reviews.
• Experience in Power tools, Hand tools & Machine tools.
• Working closely with demand planning and warehousing teams in order to ensure spare parts are planned and kept ready for servicing.
• Providing analysis and reporting on metrics such as weekly/monthly service by product / segment / market.
• Working closely with third party service provider to ensure TAT targets are met, SLAs are achieved as per the agreement.
• Providing virtual assistance to customers on product demonstration / application / breakdown related issues, resolving minor issues over the call.
• Should have prior experience in a similar role. Experience within digital marketing is a plus.
• Should possess a solid understanding of e-commerce frameworks.
• Should have a self-starter mentality with the ability to manage multiple projects in a fast-paced working environment.
• Should have a high level of attention to detail including proven ability to manage multiple, competing priorities simultaneously.
• Should be a creative and strategic thinker with a strong customer orientation.
• Should have excellent interpersonal and communication skills, thrive in matrix environments and are adept at building relationships with different stakeholders.