Engineer

Report to: Customer Service Manager
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:
Participate in testing new product developments, focusing on their performance and suitability for customer needs.
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 plant 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.