Customer Care Engineer

Work Schedule

Environmental Conditions

Job Description

• Job Summary: As a Lead Customer Care Engineer specializing in Enterprise Project Management (EPM), you will provide exceptional technical support and customer service to our clients using EPM solutions. Your role involves leading a team of customer care engineers, resolving sophisticated technical issues, and ensuring customer satisfaction through effective communication and problem-solving skills. Additionally, you will be required to visit each customer for on-site service and support.

  Key Responsibilities:

• Lead and manage a team of customer care engineers, providing guidance, training, and performance evaluations.
• Serve as the primary point of contact for sophisticated customer issues related to EPM solutions.
• Analyze and fix sophisticated technical problems, providing timely and effective resolutions.
• Collaborate with multi-functional teams, including development, product management, and sales, to ensure customer issues are resolved efficiently.
• Develop and maintain strong relationships with customers, understanding their business needs and ensuring their satisfaction with our EPM solutions.
• Conduct regular on-site visits to each customer to provide personalized service, support, and technical assistance.
• Create and maintain documentation, including knowledge base articles, technical guides, and training materials.
• Stay up-to-date with the latest EPM technologies and standard methodologies, ensuring the team is knowledgeable and skilled.
• Participate in the development and improvement of customer care processes and systems.

• Qualifications:

• Bachelor’s degree in Electronics and Communication, Electrical and Electronics, and Instrumentation Engineering, or a related field
• 5+ years of experience in a customer care or technical support role, preferably in EPM or related software solutions.
• Strong experience managing and mentoring a team.
• Excellent problem-solving and analytical skills.
• Proficient in EPM tools and technologies such as Microsoft Project, Oracle Primavera, or similar.
• Good interpersonal skills, both verbal and written.
• Ability to manage multiple priorities.
• Strong customer service orientation and commitment to customer satisfaction.
• Travel frequently to customer sites for service and support.
• Must be willing to travel frequently to customer locations.
• Attend CEMS, AAQMS, SOLA 2, Density systems, etc.

• Environment and plant process equipment.