Job Title:  Customer Service Specialist

Guided by precedent and working within the limits of established policies:

• Perform duties to provide technical support to domestic and international customers, product distributors and sales representatives, relating to the organization’s line of products involving hardware and software components, working within the limits of established CS policies and processes.

Main Task Duties:

• Respond to customer inquiries received through facsimile, e-mail or telephone and related to any range of the organization’s hardware and software products. Make inquiries to determine the nature and extent of problem and to isolate areas of concern. Identify causes of problems and provide solutions to customers. Structure solutions to suit user circumstances and level of competency and communicate through means suited to user requirements.
• Determine the requirement for units to be returned for inside service, provide return authorizations and communicate shipping requirements and arrangements to customers as required. Prepare required internal documentation to facilitate the return of customer units for repair services
• Determine the requirement for Field Applications Engineering to visit with customers to resolve problems on site due to unique circumstances of customer applications. Make required arrangements and communications and track open inquiry to ensure satisfactory closure for the customer
• Document user inquiries and problems. Identify trends in support requirements, notify engineering staff as to significant trends and recommend the inclusion of information in on-line help program, manuals or other resources to respond to issues repeatedly raised by customers. Contact third party software developers to determine solutions for common interface problems and incorporate solutions into responses to customers. Prepare and issue specific instructions for customers related to commonly recurring problems.
• Identify when problems represent engineering hardware or software design issues and report suspected design flaws to designated department heads
• Create Quotation and process orders for Non-warranties services
• Enter data relating to customers and sales and maintain customer database in computer system
• Follow up on service inquiries to ensure that customers are satisfied with quality of service provided. Respond to and resolve complaints and concerns.
• Perform Asset registration and warranty update in SFDC as required
• Responsible for Loaner Management and work within the limits of the Loaner polices and process
• Perform duties assigned by superior from time to time

Essential Competencies:

• Degree/diploma in with technical or engineering background preferred.
• 1 to 3 years “hands-on experience” in customer service and/or call center;
• Good problem solving and communications skills;
• English language skills;
• Asian language skills in Korean, Japanese, Thai or Vietnamese will be an advantage;
• Excellent individual and team worker