Customer Engineer
Lead pre-sales engineering discussions with pipeline and new customers
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Apply nowJob description
Provide Technical Support for Products
In their main role, customer service engineers field calls about technical issues with products supplied by their company. They troubleshoot and diagnose problems via phone, research resolutions, apply methods, and run tests to ensure that specific issues have been resolved.
Complete On-Site Diagnostics and Service Calls
When issues cannot be resolved over the phone, customer service engineers respond to issues in person. They discuss problems with clients, perform diagnostic tests on equipment or computer systems, work to resolve problems, and ensure that products are working properly.
Perform Preventative Maintenance
Prevent issues with clients and perform upgrades, tests, and diagnostics to avoid any downtime resulting from product issues. Log preventative maintenance visits, run reports detailing what processes were completed, and make notes about what might need to be done in the future to prevent problems.
Generate Problem and Resolution Reports
Customer service engineers keep adequate and up-to-date reports that outline problems they've resolved and how they fixed an issue. These reports and notes can be kept as a sort of manual to help resolve similar issues in the future.
Sell and Renew Service Contracts
It often falls to customer service engineers to discuss service contracts with clients. They present the benefits of such contracts, negotiate renewal terms, and outline what services are attached to specific types of contracts.
Job responsibilities
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Job requirements
Provide Technical Support for Products
In their main role, customer service engineers field calls about technical issues with products supplied by their company. They troubleshoot and diagnose problems via phone, research resolutions, apply methods, and run tests to ensure that specific issues have been resolved.
Complete On-Site Diagnostics and Service Calls
When issues cannot be resolved over the phone, customer service engineers respond to issues in person. They discuss problems with clients, perform diagnostic tests on equipment or computer systems, work to resolve problems, and ensure that products are working properly.
Perform Preventative Maintenance
Prevent issues with clients and perform upgrades, tests, and diagnostics to avoid any downtime resulting from product issues. Log preventative maintenance visits, run reports detailing what processes were completed, and make notes about what might need to be done in the future to prevent problems.
Generate Problem and Resolution Reports
Customer service engineers keep adequate and up-to-date reports that outline problems they've resolved and how they fixed an issue. These reports and notes can be kept as a sort of manual to help resolve similar issues in the future.
Sell and Renew Service Contracts
It often falls to customer service engineers to discuss service contracts with clients. They present the benefits of such contracts, negotiate renewal terms, and outline what services are attached to specific types of contracts.