Provide total technical support to customer sites, including mock-ups, testing, warranty handling, and on-site.
Effectively handle and close customer complaints within 7 days, ensuring timely resolution and customer satisfaction.
Analyze and solve product-related issues through on-site assessments and collaboration with RS Lab and Quality Control to establish corrective actions.
Proactively prevent and resolve technical issues at existing customer sites to maintain service excellence.
Attend testing processes and support the implementation of new products and technologies.
Coordinate with Account Managers, Account Supervisors, Regional Sales Managers, and Warehouse teams for site color testing, order forecasting, logistics, and issue management (e.g., leaking).
Monitor competitive activities at customer sites and provide insights to improve market approach.
Maintain accurate and up-to-date records in CRM, including visit reports, action plans, cases, and regulatory requests.
Deliver periodic progress reports and market trend analysis, offering recommendations to enhance service strategy.
Promote a positive company reputation and build long-term relationships with technical staff and key stakeholders at customer sites
Requirements
College or University Degree or a related technical field.
Minimum 2 years of experience in technical service, project support, or customer-facing roles in industrial or construction-related sectors.
Experience in complaint handling, product testing, and on-site technical support is highly preferred.
Excellent problem-solving and analytical skills.
Strong communication and interpersonal skills to build long-term customer relationships.
Ability to work independently and collaboratively across functions (Sales, Supply Chain,Technical, etc.).
Customer-focused mindset with a proactive approach to service delivery and issue resolution.
Detail-oriented with strong organizational and time management skills.
Willingness to travel to customer sites for support, training, and testing activities
