Customer Service Engineer

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. 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)
• Fresh ITE diploma holders are welcome to apply
• 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