Service Engineer

Company Description

kuubiik is a global consulting company headquartered in Singapore, offering outsourcing and project-based solutions across all business functions in over 150 countries. With a diverse team spanning Asia, Europe, and the Americas, kuubiik has earned the trust of renowned brands like Google, TikTok, HP, and TELUS. Focused on flexibility, kuubiik offers hourly or full-time outsourcing services tailored to meet client needs. The company emphasizes collaboration and innovation, delivering customized solutions at competitive rates.

Key responsibilities

• Serve as the primary technical point of contact for customers after project deployment.
• Respond to customer enquiries and provide timely technical support.
• Troubleshoot hardware and software issues remotely and onsite.
• Coordinate Field Engineers for onsite troubleshooting, preventive maintenance, and commissioning activities.
• Perform initial technical analysis and collect logs, photos, and other relevant information before escalating issues to the Engineering team.
• Manage and monitor customer support tickets to ensure timely closure.
• Prepare technical reports, incident reports, preventive maintenance reports, and meeting minutes.
• Prepare quotations for spare parts, repair works, preventive maintenance, and other after-sales services.
• Coordinate with Sales and Procurement on quotation pricing and material availability.
• Manage customer expectations and provide regular progress updates throughout the issue resolution process.
• Identify recurring issues and work with the Engineering team to improve product reliability and customer satisfaction.
• Support project handover activities and ensure all documentation is complete.

Requirements

• Diploma in any engineering discipline
• Minimum 2 years of experience in technical support, after-sales service, field service, or automation-related industries.
• Strong troubleshooting and analytical skills.
• Excellent communication and customer management skills.
• Able to work independently and manage multiple customer issues simultaneously.
• Willing to travel to customer sites when required.