Service Engineer

RESPONSIBILITIES

 

â—† Product/Service Information

 

Provide advanced product/service information and respond to complex customer questions about the product/service.

 

â—† Resolving Customer Issues

 

Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.

 

â—† Operational Compliance

 

Identify, within the team, instances of non-compliance with the organization’s policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

 

â—† Faults Diagnosis and Correction

 

Provide fault isolation and resolution to limit and address issues promptly.

 

â—† Customer Relationship Management (CRM) Data

 

Monitor team members’ use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.

 

â—† Customer Order Processing

 

Record and process custom/special orders that may require additional resources for delivery and coordinating with those teams as required.

 

â—† Customer Needs Clarification

 

Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer’s level of interest and to identify and respond to areas requiring further information or explanation.

 

â—† Periodic Health Checks

 

Maintain and lead periodic check-ins with key customers to ensure they’re receiving the most value from the product/service.

 

â—† Service-Related Upselling and Cross-selling

 

During service interactions, look for opportunities to bridge customer needs to additional products/services offered by the organization.

 

â—† Personal Capability Building

 

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

 

Behavioral Competencies

 

â—† Customer Focus

 

Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.

 

â—† Manages Complexity

 

Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.

 

â—† Tech Savvy

 

Anticipates and adopts innovations in business-building digital and technology applications. For example, investigates technologies to learn some cutting-edge best practices. Uses digital/social media to benefit the team and add value to the work being done; understands how to avoid misuse of these tools.

 

â—† Courage

 

Steps up to address difficult issues, saying what needs to be said. For example, shares own ideas and points of view openly, regardless of potential criticism or risk; shows conviction when faced with adversity and challenges; raises difficult topics to be sure they are addressed.

 

Skills

 

â—† Strengthens Customer Connections

 

Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance.

 

â—† Masters Service Conversations

 

Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works without supervision and may provide technical guidance.

 

â—† Navigates Customer Challenges

 

Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance.

 

â—† Leverages Digital Communications with Customers

 

Works with full competence to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works without supervision and may provide technical guidance.

 

â—† Service Into Sales

 

Works with full competence to recognize sales opportunities during service interactions to enhance overall customer service. Typically works without supervision and may provide technical guidance.

 

â—† Action Planning

 

Works without supervision and provides technical guidance when required on developing appropriate plans or performing necessary actions based on recommendations and requirements.

 

â—† Builds Customer Loyalty

 

Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization’s ability. Typically works without supervision and may provide technical guidance.

 

â—† Customer-Focused Approach

 

Works without supervision and provides technical guidance when required to orient the seller’s organization around delivering to the key needs of their customers. 

 

â—† Compliance Management

 

Works without supervision and provides technical guidance when required on achieving full compliance with applicable rules and regulations in management and/or operations.

 

â—† IT Testing

 

Works without supervision and provides technical guidance when required on ensuring that IT applications meet required specifications by designing, executing and reporting on tests of systems and services.

 

â—† Policy and Regulation

 

Works without supervision and provides technical guidance when required on interpreting and applying knowledge of laws, regulations and policies in area of expertise.

 

â—† Provides Technical Support

 

Works with full competence to employ customer-oriented behaviors that help engineers connect with their customers in productive and efficient ways, creating positive, defining moments. Typically works without supervision and may provide technical guidance.

 

â—† Review and Reporting

 

Works without supervision and provides technical guidance when required on reviewing and creating relevant, lucid and effective reports.

 

â—† Troubleshoots Technical Issues

 

Works with full competence to employ a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution. Typically works without supervision and may provide technical guidance.

 

â—† Computer Skills

 

Supports business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages.

 

Education

 

Short-Cycle Tertiary Education

 

General Experience

 

Experience enables job holder to deal with the majority of situations and to advise others (Over 3 years to 6 years)