Customer Service Engineer

Industry: Electronics

Job Summary:
Responsible for handling customer service claims, troubleshooting issues, and ensuring timely problem resolution for both on-site and walk-in cases. The role involves managing customer inquiries, maintaining accurate service records, and preparing regular reports. This position also supports continuous improvement initiatives to enhance service quality and customer satisfaction

Job Responsibilities:

• Handle customer service claims for both on-site and walk-in cases.

• Analyze issues and perform troubleshooting via phone or on-site with installers or customers to ensure timely resolution.

• Prepare Quality Product Information Sheets after each repair and report to the direct supervisor.

• Manage customer inquiries and provide first-call resolutions to strengthen customer trust and loyalty.

• Maintain accurate service documentation, including repair logs, spare part usage, and maintenance records.

• Prepare and submit weekly and monthly service reports to the supervisor and manager.

• Set and monitor personal KPIs in alignment with company goals and service quality standards.

• Support continuous service quality improvement and provide constructive feedback to enhance customer experience.

Job Requirements:

• Bachelors degree in Engineering, Technical, or a related field.

• Minimum 2-3 years of experience in customer service, after-sales, or technical support roles.

• Strong technical knowledge of product installation, troubleshooting, and repair.

• Proficient in Microsoft Office (Excel, Word, PowerPoint); SAP knowledge is an advantage.

• Good analytical, communication, and problem-solving skills.

• Strong customer service mindset with attention to detail.

• Ability to work independently and under pressure.

• Good command of English and Khmer (both spoken and written)