Customer Service Engineer

Title: Customer Service Engineer

Department: Service Department

Experience 3 to 7 years

Main Objectives:

1. Ensure client satisfaction.

2. Manage relations with existing clients.

3. Service security systems and provide services to our clients. Trouble shooting, solving problems

and finish routine preventive maintenance on time according to Convergint Technologies

standards and policies.

4. Develop new requests and generate revenue from existing clients, support CS team and other

departments with activities as needed within your region.

5. To be proficient in our products and technology. Always improve abilities.

Major Responsibilities:

1. Total client satisfaction.

2. Working with CS Rep., coordinating all customer service issues and managing relations with all

existing clients within assigned region.

3. Ensure quality of Convergint Technologies following company standards and policies strictly, to

deliver prompt and efficient response to all service requests within assigned region.

4. Provide routine preventive maintenances.

5. Handle daily trouble-shooting, follow up all open technical issues till the problems resolved.

6. Take over all service issues from Project team after External Hand Over done.

7. Prepare customer training materials and deliver professional customer training.

8. Diagrams update after HO.

9. Complete customer log file and follow up open issues. Submit weekly log file report.

10. Manage service sub-contractors and ensure them following up ICD standards and policies.

11. Promote CS selling and generate revenue from all existing clients.

12. Help desk.

13. Reporting of CS events to CS Dept. Supervisor and National CS Manager.

Major Skills

• Experience on Lenel/CCure/AMAG/Gallagher (anyone is fine),
• Customer centric approach, ability to troubleshoot and provide solutions.