Customer Support Engineer

Responsibilities

• Advise clients on aftercare service solutions to optimize the performance and extend the lifespan of installed equipment.
• Promote and sell maintenance, inspection, upgrade, service contract, and training solutions to existing customers to drive recurring revenue.
• Oversee assigned customer accounts by coordinating service activities and ensuring the timely and effective delivery of support.
• Work closely with fellow Customer Support Engineers to exchange knowledge, share best practices, and enhance overall customer support.
• Build and maintain strong customer relationships by delivering responsive, accurate, and proactive support throughout the after-sales service lifecycle.
• Role Overview
• Proactively engage with assigned clients to identify and generate new service opportunities and customer support assignments.
• Prepare and issue timely, accurate, and realistic quotations for all aftercare service activities.
• Record service activities in the ISAHERP system, and review and prepare project cost calculations.
• Monitor and follow up diligently on potential service assignments and outstanding quotations.
• Conduct customer negotiations within approved pricing margins and issue order confirmations upon agreement.
• Manage project budgets and maintain accurate project documentation within the assigned scope, ensuring clear and professional communication both verbally and in writing.
• Respond promptly to urgent customer issues, including participation in the on-call support service, by initiating appropriate solutions and coordinating the required resources.
• Share responsibility for the team's service hotline and participate in a rotating on-call schedule, serving as the secondary point of contact for customers for a seven-day duty period.

Requirements

• Education & Experience
• Diploma or Bachelor's degree in Mechanical Engineering, Electrical Engineering, Marine Engineering, Automation Engineering, or a related engineering discipline.
• At least 2-5 years of experience in customer support, after-sales service, field service engineering, technical sales, or service coordination within the industrial, marine, offshore, oil & gas, or heavy equipment industry.
• Experience managing customer accounts and coordinating after-sales service activities is preferred.
• Experience preparing quotations, managing service projects, and coordinating maintenance activities will be an advantage.
• Familiarity with ERP systems (e.g., ISAH, SAP, Oracle, Microsoft Dynamics) is preferred.
• Technical & Commercial Skills
• Good understanding of preventive maintenance, equipment servicing, inspections, troubleshooting, and upgrade solutions.
• Ability to identify customer needs and recommend suitable service or maintenance solutions.
• Experience preparing quotations, negotiating pricing within approved guidelines, and following up on sales opportunities.
• Basic project management and cost control skills.
• Strong documentation and reporting skills.
• Soft Skills
• Excellent communication and interpersonal skills, with the ability to build and maintain strong customer relationships.
• Customer-focused with strong problem-solving and decision-making abilities.
• Self-motivated, proactive, and able to work independently as well as collaboratively within a team.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
• Willingness to participate in anon-call support rotation and respond to urgent customer requirements.

Additional Information

Customer Support Engineer (Offshore Equipment) Location: Singapore Employment Type: Full-time Job Summary: A Customer Support Engineer to manage client accounts by advising on and selling after care services for installed systems, ensuring optimal customer support through maintenance, inspections, upgrades, service contracts, and training.

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