Customer Support Engineer

Responsibilities :

• Serves as first point of contact with customers regarding their machine issues after installation.
• Provides prompt and accurate feedback to customers.
• Provides initial diagnoses, analyses, and troubleshoots machine issues.
• Asks customers targeted questions to quickly understand the root of the problem.
• Guides customers through a series of actions by phone, email or other communication channels until issue is addressed or solved.
• Coordinates, escalates, monitors, and follows up unresolved or open issues to / with appropriate colleagues locally and in the head office.
• Ensures all issues and communications with customers are properly logged and updated in the internal CRM system.
• Follows up with customers to ensure that their machines are fully functional after troubleshooting.
• Provides technical support to Service Engineers during installation, service visits and trainings.
• Prepares and submits accurate and timely reports.
• Documents technical knowledge, including findings, analyses, solutions, recommendations, and learnings in the form of notes and manuals.
• Performs other tasks that may be assigned from time to time.

Qualifications :

Education and Experience :

HGG PROFILING SPECIALISTS PHILIPPINES, INC. is a subsidiary of HGG Profiling Equipment B.V. based in the Netherlands. It has been in the business for more than 30 years and is the first to design and develop a special high-precision mobile CNC (Computerized Numerical Control) pipe cutting machines. After several innovative solutions, HGG Profiling Equipment has grown to a leading company in the market of pipe cutting.