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Kỹ Sư Hỗ Trợ Kỹ Thuật (Technical Support Engineer)

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    Tính chất công việc

    Full-time

    Vị trí/chức vụ

    Nhân Viên/Chuyên Viên

    Ngày đăng tuyển

    03/04/2019

    Yêu cầu bằng cấp (tối thiểu)

    Đại Học

    Yêu cầu kinh nghiệm

    2 - 4 năm

    Yêu cầu ngôn ngữ

    Tiếng Anh Tiếng Anh

    Địa điểm làm việc

    ⇒ 364 Cộng Hòa, phường 13, Tân Bình, Hồ Chí Minh

    Việc làm Hồ Chí Minh Việc làm Tân Bình

    Mô tả công việc

    1. To be our customers’ advocate and single point of contact for all technical support.
    2. To provide consistent, best-in-class support, by managing, resolving, and preventing problems efficiently; communicating effectively; and exceeding customer expectations.
    3. To take ownership of our customers’ issues and complaints until resolved to their satisfaction.
    4. To establish and maintain positive, long-term relationships with our customers through open communication and continuous feedback.
    5. To provide high-level customer service and technical expertise.
    6. To respond rapidly and positively to all customer inquiries.
    7. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
    8. Lead and demonstrate technical and procedural excellence while managing difficult customers and escalations.
    9. Ensure every interaction creates the optimal customer experience.
    10. To promote Schneider Electric as a differential brand in the market.

    A-Technical Support
    1. Provide information, advice and technical support to a variety of clients, both internal and external, via phone, web, email and other support channels as required for all Schneider Electric products and equipment. Assure prompt and accurate feedback to customers.
    2. Take ownership and manage customer cases and customer expectations effectively and professionally.
    3. Communicate clearly and precisely with customers to determine expectations for resolutions and provide workarounds to product defects.
    4. Achieve and maintain targeted call statistics as number of calls answered, number of calls lost, and number of cases closed or issues resolved, along with other established goals.
    5. Ensure proper recording and closure of all issues using a variety of resources, e.g bFO
    6. Assist customers in product selection, configuration and application.
    7. Handle software subion of problems along with steps taken to analyze the problem.
    5. Work with field service engineers to arrange on-site visits or troubleshooting as required.
    6. Follow up customer complaints and respond within commitment of time. Keep customers updated if any change.
    7. Effectively communicate complex technical issues to a broad range of customers and departments within Schneider Electric.
    8. Liaise between customers, after-sales and marketing regarding product quality returns.
    9. Ensure all reported defective products and equipment must be returned on system.

    D-Other Assignments
    1. Handle all customer calls through toll free number of Customer Care Centre linked to cell phone after working hours.
    2. Other scopes as business demand
     

    Yêu cầu công việc

    1/ University Degree in Electrical Engineering or Automation
    2/ 2-4 years of customer service experience, especially in technical support (Accept young talent profiles who may have less working experience)
    Knowledge of Electrical Distribution & Critical Power products and equipment. Knowledge of Schneider Electric products and equipment is a plus.
    3/ Broad knowledge and experience in energy management and power distribution.
    An excellent customer service attitude and the ability to interact with customers in a professional manner are required.
    4/ Develop a deep technical understanding in Schneider Electric products and equipment.
    Strong understanding of low voltage and critical power products such as ACB, MCCB, Power Meter, UPS, etc
    Strong interpersonal communication and customer service skills are required in order to work successfully with customers in high stress and/or ambiguous situations.
    Demonstrate ability to work in a team environment.
    Possess good problem solving and analytical skills.
    Good communication and excellent writing (both Vietnamese and English) skills.
    Proficient computer skills in AutoCAD, MS Office (Word, Excel, PowerPoint), etc.

    Quyền lợi được hưởng

    • - Benefits: follow labor rules, and more: party, sport activity, salary review, annual team building...
    • - Healthcare for you and your family
    • - Training opportunities
    Công ty TNHH Schneider Electric Việt Nam
    Tham gia vào đại gia đình

    Công ty TNHH Schneider Electric Việt Nam

    Kinh doanh, Bán hàng, Sản xuất/Vận hành sản xuất

    7th Floor, ETown 1, 364 Cong Hoa, Ward 13, Tan Binh District Ho Chi Minh City

    >500 nhân viên

    Schneider Electric là chuyên gia toàn cầu về quản lý năng lượng và tự động hóa. Với doanh thu trên toàn cầu năm 2015 đạt xấp xỉ 27 tỷ Euro, 160.000 nhân viên của Schneider Electric... [Xem thêm]

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