Technical Service Engineer job description
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What does a Technical Service Engineer do?
The Technical Service Engineer plays a crucial role in providing technical support and troubleshooting solutions to clients, ensuring customer satisfaction and product reliability. This position contributes to the company's success by maintaining service quality and fostering strong client relationships.
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What are the Key Responsibilities of Technical Service Engineer
- Diagnose and troubleshoot technical issues with products.
- Provide remote and on-site technical support to clients.
- Collaborate with engineering teams to resolve complex problems.
- Document service and technical reports for client records.
- Train clients on product usage and maintenance.
- Assist in product development by providing customer feedback.
- Ensure timely follow-up on service requests and queries.
What are the Skills and Requirements for a Technical Service Engineer?
- Strong technical knowledge in related products or industry.
- Proficiency in troubleshooting hardware and software issues.
- Excellent communication and customer service skills.
- Ability to work independently and in a team environment.
- Strong problem-solving and analytical skills.
What are the KPIs to track for Technical Service Engineer?
The performance of the Technical Service Engineer is evaluated through customer feedback scores, resolution times for service requests, and the successful implementation of technical solutions.
Customer Satisfaction
Achieve high customer satisfaction scores.
Resolution Time
Decrease in average time to resolve technical issues.
Service Quality
Consistent delivery of high-quality technical support.
Reports to
Technical Support Manager
Collaborates with
Product Development Team, Sales Team
Leads
Junior Technical Support Staff
Are any specific tools or software required for the Technical Service Engineer role?
- CRM systems
- Diagnostic software
- Communication tools like Slack or Zoom
What is the qualification of Technical Service Engineer?
Bachelor's degree in Engineering, IT, or related field; 2-4 years experience in a technical support role.
