CS Technical Support Engineer

Position Description

The role plays a critical role in providing electro-mechanical technical support to onsite engineers, develop and implement solutions for hardware, electrical, and mechanical issues, analyze non-conformities for continuous improvement, and escalate high-priority issues to upper management to ensure maximum asset uptime and customer satisfaction.

Duties And Responsibilities

• Customer Interaction :

Act as the first point of contact for customer service-related aspects such as asset and system performance, ticket resolution, spare parts inventory management and overall service delivery. Ensure timely and effective communication with customer and back-office support to address client needs and concerns.

Allocate technical resources, verify equipment and tools if needed, and manage materials for various customer field services activities and projects based on requirements and resource availability

Develop and maintain resource schedules for maintenance, field service, and retrofit activities, ticket resolutions, ensuring optimal utilization of resources. Liaise with CSAM, supervisor, resident engineers, spare parts team representative, service coordinators, technical supervisors, technicians, and other stakeholders to ensure smooth execution of services

Monitor and report on the performance of allocated resources, identifying any issues or inefficiencies and implementing corrective actions as necessary

Continually review and improve resource allocation processes and procedures to enhance efficiency and productivity

Ensure all maintenance, field service, and retrofit activities comply with relevant regulations, standards, and company policies

Ensure all precaution are in place for a safe operation of systems and escalate to stakeholders and management if discrepancies arise

Performs advanced electrical troubleshooting on every machine in the system, using all available diagnostic tools, if required

Qualifications