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| POSITION DESCRIPTION | BUSINESS EQUIPMENT INDUSTRY SEPTEMBER 2008 |
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Senior Customer Service Engineer |
| Position Code: | 235 | | Career Level: | 3 |
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Responsible for
Carrying out corrective service and preventative maintenance on a range of nominated equipment in a professional and customer oriented manner. |
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Reports To
Area/Field Service Supervisor. |
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Supervises
May have some supervisory responsibilities. |
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Main Activities
Servicing customer equipment to the customer's ongoing satisfaction and setting minimum performance standards.
Projecting a Customer Service image through competent service procedures, professional personal presentation and communication with all customers.
Maintaining accurate service data through diligent and timely use of all service documentation and technical data.
Managing parts and consumable stocks effectively.
Communicating with Sales and Service management about customer complaints and sales opportunities.
Performing technical service involving frequent use of independent judgement.
May assist in training of lower grade Technicians.
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Key Skills
Current Drivers licence and Electrical licence.
Product knowledge and diagnostic capabilities.
Sound knowledge of basic electronics and electrical theory, principles of microprocessor controlled equipment and multi-meter instruments.
Good communication and interpersonal skills.
Mechanical and optical knowledge.
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Internal Contacts
Customer Service Representatives. |
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External Contacts
Customers. |
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Typical Experience
At least 5+ years experience. May have higher level of expertise and some mentoring/coaching responsibilities. Copier and/or micro experience; mechanical processes; graphic experience. |
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