RESPONSIBILITIES

• Provide comprehensive technical support at customer sites, including mock-ups, product testing, warranty handling, and on-site assistance.
• Handle and resolve customer complaints within 7 days, ensuring timely solutions and customer satisfaction.
• Analyze and troubleshoot product-related issues through on-site assessments and collaboration with RS Lab and Quality Control to establish corrective actions.
• Proactively identify, prevent, and resolve technical issues at existing customer sites to maintain service excellence.
• Participate in testing processes and support the implementation of new products and technologies.
• Coordinate with Account Managers, Account Supervisors, Regional Sales Managers, and Warehouse teams on site color testing, order forecasting, logistics, and issue management (e.g., product leaking).
• Monitor competitors' activities at customer sites and provide insights to improve market approaches.
• Maintain accurate and up-to-date CRM records, including visit reports, action plans, cases, and regulatory requests.
• Prepare periodic progress reports and market trend analyses, providing recommendations to enhance service strategies.
• Promote a positive company reputation and build long-term relationships with technical staff and key stakeholders at customer sites.

REQUIREMENTS

• College or University degree in a relevant technical field.
• Minimum 2 years of experience in technical service, project support, or customer-facing roles within industrial or construction-related sectors.
• Experience in complaint handling, product testing, and on-site technical support is highly preferred.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, with the ability to build long-term customer relationships.
• Ability to work independently and collaborate effectively across functions, including Sales, Supply Chain, and Technical teams.
• Customer-focused mindset with a proactive approach to service delivery and issue resolution.
• Detail-oriented, with strong organizational and time management skills.
• Willingness to travel to customer sites for technical support, training, and testing activities.