Customer Service Technical Support Engineer – Industrial Automation
OMRON GLOBAL SHARED SERVICES CENTER INC Makati Full-time
The Technical Support Engineer – Industrial Automation is responsible for providing frontline technical support to customers across the Asia Pacific (APAC) region including Singapore, Malaysia, Indonesia, Philippines, Vietnam, Australia, New Zealand, China, India, and Taiwan through phone, email, remote support, and occasional onsite assistance.
The role supports industrial automation products including PLCs, servo motors, VFDs, controllers, HMIs, and vision systems.
The position is responsible for managing customer concerns through CRM systems, ensuring timely issue resolution, maintaining customer satisfaction metrics, and collaborating with cross-functional teams such as Sales, Marketing, and Field Application Engineers.
Key Responsibilities
Customer & Technical Support- Provide technical support to customers via phone, email, and remote troubleshooting.
- Handle inquiries and technical concerns related to industrial automation products.
- Diagnose, troubleshoot, and recommend solutions for customer-reported issues.
- Escalate unresolved or complex technical cases to appropriate engineering or product teams.
- Deliver onsite technical support and product assistance when required.
- Log and manage all customer interactions and technical cases using CRM systems.
- Ensure all support cases are updated accurately and resolved within defined service levels.
- Maintain proper documentation of troubleshooting steps, resolutions, and technical findings.
- Create technical guides, sample programs, and knowledge base materials for internal and external use.
- Support customer satisfaction initiatives by meeting response time and resolution metrics.
- Work closely with Sales, Marketing, Operations, and Engineering teams to address customer requirements.
- Build and maintain strong customer relationships through professional communication and support.
- Participate in continuous improvement initiatives to enhance support processes and customer experience.
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