Customer Support Engineer

Company Overview

HUISMAN FAR EAST SERVICES PTE. LTD.

Job Summary

As a Customer Support Engineer, you will manage client accounts by advising on and selling aftercare services for installations, ensuring optimal support through maintenance, inspections, upgrades, service contracts, and training.

Responsibilities

• Advise clients on aftercare service options to enhance the performance and longevity of installations
• Sell maintenance, inspection, upgrade, service contract, and training services to existing customers to increase revenue
• Manage dedicated client accounts by coordinating support activities and ensuring efficient service delivery
• Collaborate with fellow Customer Support Engineers to share knowledge and improve customer service outcomes
• Strengthen customer relationships by providing timely, accurate, and proactive support throughout the service lifecycle

What will you do?

• Proactively approach your assigned clients with the goal of generating new service and Customer Support assignments;
• Prepare and issue realistic and accurate quotations for all aftercare activities in a timely manner;
• Record activities in ISAH (ERP system), review and prepare project calculations;
• Diligently follow up on potential assignments and outstanding quotations;
• Conduct negotiations within established margins and issue order confirmations to customers;
• Ensure proper management of project budgets and documentation within the assignment scope, while providing accurate information both verbally and in writing;
• Be available to address urgent issues (including through the on-call service), initiate appropriate solutions, and deploy resources where needed;
• Share responsibility within the team for the service hotline. As part of a rotating on-call schedule, you will serve as the(secondary) point of contact for clients for a period of seven days.