Customer Support Service Engineer

Hitachi Payment Services

Key Areas of Responsibility -- Customer Support Engineer ( CSE)

The Customer Support Engineer (CSE) is the owner of customer incidents as assigned.

The Customer Support Engineer will make repairs and replace components.

The Customer Support Engineer will also assist in site feasibility, Pre staging of equipment if needed.

The Customer Support Engineer will also perform required modular swapping, unit replacements and perform preventative maintenance services.

The Customer Support Engineer responds to all customer concerns or problems by resolving them or by escalating them to the proper associate, team member, Regional manager, or Helpdesk.

The Customer Support Engineer will have ownership of the customer problems or incidents until the situation has been resolved to the customer--s satisfaction and/or within the parameters of the agreed upon Service Level Agreement (SLA).

Submission of documentation namely TRF, Installation documents, Chargeable call Slips and Faulty Tags.

Willing to visit other locations if need arises for support

Customer Relations/Customer Satisfaction

Build working relationships with customers and develop informal communication channels with customer account at the local level (. Branch, Store or office).

Responsible for ownership of all customer issues/needs that are voiced or observed and acts appropriately.

Understands and performs the various customer Service Level Agreement (SLA) requirements and elevates or escalates issues when appropriate, and/or according to established procedures.

Communicates to all levels - Service/Installation Coordinator/Project team/RMs/Customer/Helpdesk/SCM/TRC/Kitting team, throughout the entire service activity.

Represents HPY in a manner that reflects positively on the image and reputation of the company

Installation and set-up of hardware, hardware modifications and support SLM/FLM calls

Performs periodic preventative maintenance on assigned products

Diagnoses problems, makes repairs

Experience : 0 - 5 Years

No. of Openings : 17

Education : Diploma

Role : Customer Support Service Engineer

Industry Type : Banking / Financial Services / Stock Broking

Gender : Male

Job Country : India