Primary Technical Support Engineer

Mission :   Improve Customer Satisfaction by providing high quality professional Primary Technical Support to customers, particularly regarding technical information on products, prices, discounts, application information during the pre-sales, sales & after-sales process. Take the ownership and ensure the customer is satisfied before closing the request. Assure a proper resolution for queries related to product replacement, on-site intervention,  technical complaints and product quality returns. Create/modify knowledge database and review FAQ’s. Identify new business opportunities, define and quote product and equipment from customers’ requests, coordinating with relevant Quotation, Sales or Marketing contact for special prices. Communicate to relevant sales people. Responsibilities: •             Provide 1st level technical support pre-sales (product selection, application information) and post-sales (product installation, technical characteristics, technical complaints) telephone and electronic to customers and partners; •             Assure a proper escalation to the 2nd level support team, when necessary; •             Responsible for answering incoming telephone calls, e-mails, web based tickets and prioritizing customer’s support needs; •             Escalate customer issues to Service Team to provide on-site support as required; •             Issue quotations in accordance with customer requests and required standards: cross references, configuration, mix of products in cooperation with countries representatives; •             Provide support to the customers for product replacement, troubleshooting and technical complaints; •             Complete documentation and follow up on all commitments and customer details; •             Actively create/modify knowledge database and review FAQ’s; •             Collaborate with Marketing on new product launches; •             Provide relevant product training to other team members; •             Ongoing proactive research and learning about new products, technologies and applications; •             Participate in the interaction center’s continuous improvement process; •             Liaise between customers, After-Sales and Marketing regarding Product Quality Returns.               Determination of recurrent and severe customer issues, their containment, root cause analysis, correction, and prevention under I2P.                                                   Requirements: •             MUST have Bachelor’s Degree in Electrical Engineeing with 2-4 years of work experience •             Fluency required in English and Thai; •             Min 3 years Technical Support, Sales and/or customer service  experience required, •             Previous Call-Centre experience desirable; •             Working electrical knowledge essential; •             Demonstrate a flair & understanding of customer support issues; •             Demonstrate flexibility and an ability to learn quickly; •             Excellent problem solving abilities and aptitude to understand and explain technical information; •             Proven ability to work towards individual and team targets; •             Excellent interpersonal, communications and time management skills; •             Ability to develop and maintain customer rapport; •             Strong verbal and written communication skills are required; With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Chemicals, Construction & Infrastructure, Life Sciences, Mining and Manufacturing sectors worldwide. With more than 80 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.