Customer Service Engineer - #1162554

Job Responsibilities

1. Customer Relationship Management

• Serve as the primary liaison between customers and internal service teams

• Build and maintain strong customer relationships to ensure satisfaction and loyalty

• Resolve service-related issues and mediate conflicts professionally

2. Sales and Contract Development

• Promote and sell Preventive Maintenance (PM) and Full Maintenance (FM) contracts

• Drive revenue growth through upselling:

· Safety features

· Fleet Management Systems (Fleet Focus)

· Advanced Driver Assistance Systems (ADAS)

· Local-sourced parts (e.g. stellana wheels and tires)

• Track and improve quotation closure rate (>60%) and maintain active quotation pipeline

• Support onboarding of 50 key accounts to the Customer Portal

3. Operational Support and Team Collaboration

• Assist the ACSM in daily operations and represent them during absences

• Collaborate with service coordinators and technical teams to resolve complex service cases

• Prepare reports on labor and parts costs for rental fleet services

4. Project Coordination and KPI Monitoring

• Maintain accurate customer data in SAP and Salesforce CRM

• Support warranty claims and Field Action Service Letters

• Monitor and improve key customer service KPIs:

· Net Promoter Score (NPS)

· Customer Portal Take-up Rate

Job Requirements

• Diploma or Degree in Engineering, Business, or related field

• 2–4 years of experience in after-sales, technical sales, or customer service (preferably in industrial equipment or automotive)

• Familiarity with SAP and Salesforce CRM is a plus

• Strong communication, negotiation, and problem-solving skills

• Ability to work independently and cross-functionally

• Class 3 driving license preferred

• Willing to work at Loyang Way