Responsibilities:
Serves as first point of contact with customers regarding their machine issues after installation.
Provides prompt and accurate feedback to customers.
Provides initial diagnoses, analyses, and troubleshoots machine issues.
Asks customers targeted questions to quickly understand the root of the problem.
Guides customers through a series of actions by phone, email or other communication channels until issue is addressed or solved.
Coordinates, escalates, monitors, and follows up unresolved or open issues to/with appropriate colleagues locally and in the head office.
Ensures all issues and communications with customers are properly logged and updated in the internal CRM system.
Follows up with customers to ensure that their machines are fully functional after troubleshooting.
Provides technical support to Service Engineers during installation, service visits and trainings.
Prepares and submits accurate and timely reports.
Documents technical knowledge, including findings, analyses, solutions, recommendations, and learnings in the form of notes and manuals.
Performs other tasks that may be assigned from time to time.

Qualifications:
Good understanding of technology products
Familiarity with remote desktop applications
Excellent problem-solving skills
Superb communication skills, both written and verbal
Self-motivation and positive disposition
Confidence and composure in handling multiple tasks and customer issues at one time
Applicants must be willing to work in Bajada, Davao City

Education and Experience:
BS degree in Electrical or Electronics Engineering or relevant field, preferably with PRC license;
Proven work experience as a Technical Service Coordinator or similar role; and
Has call center experience as Customer/Technical Support.

Interested candidates with suitable qualifications and relevant experience are encouraged to email their current/updated resumes, transcript of records, relevant certifications or licenses, as well as with other pertinent documents, and kindly indicate in the subject line the preferred position title applied at: (link removed)>
HGG PROFILING SPECIALISTS PHILIPPINES, INC. is a subsidiary of HGG Profiling Equipment B.V. based in the Netherlands. It has been in the business for more than 30 years and is the first to design and develop a special high-precision mobile CNC (Computerized Numerical Control) pipe cutting machines. After several innovative solutions, HGG Profiling Equipment has grown to a leading company in the market of pipe cutting.