Aftermarket Engineer

• Maintains customer records by updating account information.
• Responding to escalated customer support issues and submits a report for Product support services or processes to enhance customer satisfaction.
• Formulating and revising customer support policies and promote their implementation. 
• Closely monitor the flow of service parts in stock using appropriate tool (ERP)and daily online sale practices  relation to customers demand and establishing EOQ Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams (e.g. service center) 
• Occasional travel to customer sites for support or on-site inspection /troubleshooting and have to prepare reports 
• Respond to or Contact with products manufacturer support departments on support activities including product development, Coordinate with manufacturing unit to resolve production issues, enhancement and also on business relation.
• Conduct customer satisfaction survey periodically and analyze customer feedback 
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.

Prepares product or service reports by collecting and analyzing customer information