Customer Support Engineer

KUKA TR ROBOT TEKNOLOJİLERİ SANAYİ TİCARET ANONİM ŞİRKETİ

With more than 14.000 employees on five continents, KUKA is one of the leading worldwide provider of industry robots, industrial and systems technology. Since foundation 120 years ago the company stands in for innovation in machinery and plant engineering. For our office in Istanbul we are searching for a

 Customer Support Engineer

Job Description

• Assisting the CS team in daily service activities and being first contact point of customers with receiving field service, spare part and technical support requests;
• To manage the opportunity pipeline of the CS business with active follow up together with CS consultant and account managers;
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
• Diagnose and resolve basic technical hardware and software issues;
• Research required information using available resources;
• Identify and escalate priority issues per Client specifications;
• Redirect problems to appropriate resource;
• Prepare CS quotations and follow-up complete cycle of orders and customer requests.
• Accurately process and record call transactions using a computer and designated tracking software;
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
• Follow up and make scheduled call backs to customers where necessary;
• Stay current with system information, changes and updates
• Gathering, consolidating, reporting the figures, activities and statistics with using IT tools (CRM, SAP, Office etc.)

Requirements

• Higher education or university graduate from electrical / electronics / industrial electronics / automation / machinery / mechatronics related departments or physics.
• Minimum 3 years of experience in technical position with customer interaction preferably in a multinational company
• Good command of both written and spoken English
• Ability to prepare sales quotations, presentations and reports using IT tools (CRM, SAP, Office etc. )
• Customer oriented behavior with necessary soft skills while communicating with internal and external customers.
• Excellent coordination, planning, problem solving, able to work under pressure.
• Advanced organizational and communication skills with attention to details and deadlines.
• Ability to re-prioritize and work with multi-functional tasks