| Summary of Job:
Responsible to provide Professional Services for customers to resolve their technical issues in a world class Call Center environment and to enhance customer's experience by always exceeding their expectations. Knowledge of HVAC systems, test and measurement equipment, knowledge of electrical and mechanical codes, and in-depth knowledge of mechanical and refrigeration principals is required. A high level of customer service skills is required as well as the ability to perform troubleshooting. Key Responsibilities: - Providing post-sales telephone and e-support to customers and partners. - Responsible for answering incoming telephone calls, alerts, web based incidents and prioritizing customer's support needs. - Provide initial troubleshooting and support to Cooling solutions and accessories, - Escalating problems to FSE, PE, PM and provide concise follow up on all issues - Complete documentation and follow up on all commitments and customer details. - Adhere to APC's customer support policies and processes. - Responding after office hour calls support. - Be center point of assigned product line, respond for collecting product quality information and feedback to LOB and PE team. - Work with the Technical Support Manager to proactively enhance systems and processes in order to improve efficiency and both internal and external customer satisfaction - Other duties to be assigned as required. Qualification & Requirements: - Graduated in mechanical/refrigeration with at least 3 years equivalent experience in a related field is mandatory - Prior experience with field service is required - Prior experience with Precision Air Condition preferred - Previous Call-Centre and UPS system experience desirable. - Vast knowledge of mechanical/refrigeration component theory. - Good technical knowledge of electricity. - Good knowledge of HVAC Controllers. - Good problem solving abilities and aptitude to understand and explain technical information. - Demonstrate flexibility and an ability to learn quickly. - Proven ability to work towards individual and team targets. - Excellent interpersonal, communications and time management skills. - Ability to work on own initiative but also as part of a team. - Ability to develop and maintain customer rapport. - Customer service orientation. - Must be able to be available 7x24 when necessary. - Fluency required in English If you are interested in this job, please be free to contact us by china.hr@apcc.com |
