Technical Promoter and Customer Support Specialist

Overview

Your Role – International, Challenging And Future-Oriented! As a Technical Support Specialist of protection and automation, you should possess a combination of business and technical skills to help support Siemens Energy Automation Business transformation and growth. The supporting spirit expected in such role is the essential driving leaver for successful customer satisfaction which will reflect on the business growth.

Responsibilities

• Technical Promoter & Customer Support
• Provide superior customer experience with each customer contact; inquiries are via phone, e-mail, and online chat.
• Logging queries, making tickets as per SIEMENS supporting tools and systems.
• Prioritize the daily workload of internal & external customer inquiries, including recognizing urgency and acting accordingly.
• Identify, redirect and / or escalate problems to appropriate resources per customer support procedures.
• Customer support job includes, replicate customer issues in online and offline tools / labs, prepare solutions and timely reply to customers for resolution of problems at customer sites, sometimes visit to customer location for defect investigation and possible resolution of problems.
• Inspection of claimed failure devices for preliminary reporting and possible adjustments or corrective actions.
• Simulation of customer claimed protection relays performance, coordination with related experts and offering corrective application and configurations.
• Processing the replacement / repair devices under warranty, Coordinate receipt of faulty device from customer to siemens, apply for re-export documents, Coordinate dispatch of faulty device back to factory, track timely receipt of replaced or repaired device from factory to customer.
• Technical Promotor activities towards end users and direct customers for expanding the homologated portfolio and introduction of new technologies.

What will you need to succeed?

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