Customer Service (Service Engineer)

Purpose:
• Conduct testing of new products and evaluate performance during customer factory visits.
• Investigate and address issues related to bottle blowing at customer sites.
• Respond to and resolve customer complaints while maintaining strong communication to ensure customer satisfaction.
Main duties:
1. Product Testing and Evaluation:
o Participate in testing new product developments, focusing on their performance and suitability for customer needs.
o Visit customer factories to observe and evaluate bottle-blowing operations, ensuring proper functionality and product quality.
2. Customer Complaint Resolution:
- Act as the primary contact point for receiving and responding to customer complaints about product quality and service.
- Collaborate with Tay Ninh, Cu Chi, and Hung Yen teams to investigate and resolve complaints effectively.
- Identify and confirm root causes of product defects in coordination with relevant departments, ensuring corrective actions are taken to prevent recurrence.
3. Customer Relationship Management:
- Develop and maintain efficient communication channels for both internal and external customers to address complaints effectively.
- Organize annual customer satisfaction assessments, analyze feedback, and propose innovative solutions to improve customer satisfaction.
- Ensure all customer care activities are documented in established processes and implement continuous improvement measures.
4. Problem-Solving and Preventative Measures:
- Address customer complaints with recovery and prevention plans tailored to each issue.
- Collaborate with internal teams to propose and implement long- term solutions to enhance product reliability and customer trust.
5. Reporting and Documentation:
- Prepare and submit weekly, monthly, and ad-hoc reports on customer complaints, satisfaction assessments, and product testing results.
- Maintain accurate records of customer interactions, complaints, and resolutions.
6. Other Responsibilities:
- Perform additional tasks as assigned by management.
Working location: My Hao, Hung Yen