Senior Service Engineer at Freehold

Job Description

The Senior Service Engineer is responsible for managing all customers in-depth technical post sales dialogue including, trouble shooting problems by phone or email, general customer on-site installation (as required), integration issues, failures, RMA issuing and managing through completion, customer trainings, product demos including basic application demos. As a senior position, this should perform as a back-up for our Customer Service Manager. She/he is also responsible for product technical sales support (pre-sales dialogue) and working in conjunction with the in-house sales support and sales management. She/he is fluent in the customer relation information database. The Product Specialist Support reports to the Sales and Marketing organization.

Major duties and responsibilities:

* Post-sale technical support for existing customers. First line customer contact for all in-depth technical dialogue post sale. Trouble shooting and diagnosing products failures. Decide on product return for repair and type of repair. Issue RMAs and follow up repair through RMA completion.

* Approve and implement warranty returns. Act as a liaison between sales and manufacturing on warranty failures. Manages the repair process with manufacturing.

* Work and team with the manufacturing engineering organization to investigate, monitor and report design, reliability and maintenance issues to all functional operating groups.

* Pre-sales phone technical support in coordination with sales and in-house sales as well as application support. In-house and field product demos. Work in liaison with application support for specific customer requests. Provides feedback to sales to optimize the quotations items and details. (Quotation ownership is from sales)

* Is the customer voice within the organization.

* Enter and track information on all customer interactions on the CRM system.

Skills and experience:

* Excellent communication skills, and the ability to deal effectively with customers over the phone/email and other communication media.
* Good level of computer literacy
* Requires a minimum of a BS degree or equivalent with a minimum of 3 to 5 years of experience in diagnosing, trouble shooting mechanical electrical systems, providing applications support, and a strong technical knowledge of company products.
* Solid background with mechanical/electrical systems, fiber optics experience a plus

Job Requirements

 
Country: USA, State: New Jersey, City: Freehold, Company: Vaco Financial.