Customer Service Engineer
1 month ago
About CATL
CATL invites you to continue our legend of green energy
CATL is a World Fortune 300 Company, a global leader who provides premier EV battery and energy storage battery for the world. CATL's EV battery consumption volume has ranked No.1 in the world for seven consecutive years and global energy storage battery shipment has also ranked No.1 for two consecutive years.
Job Discription
1.Customer Interaction and Response:
Ensure a high-quality customer experience by providing an initial response to all inquiries (email, call, text) within 24 hours.
- Comprehend and process customer requests thoroughly before they follow up, aiming to prevent external complaints.
2. Technical Expertise:
- Possess a solid understanding of electrical engineering terminology, with a focus on Lithium-ion battery components (including modules, BMS, PCS/inverters, TMS, electrical systems) for Energy Storage Systems (ESS) and Electric Vehicle (EV) applications. A strong STEM background is essential for this role.
3. Claim and Service Request Management:
- Request customers to complete the Claim Intake and Request for Information (RFI) forms.
- Assign the appropriate Field Service Engineer (FSE) to each claim, coordinating with FSEs to prioritize Service Request (SR) creation based on urgency and field technician availability.
- Enter and manage SRs in the CRM system, notify Project Management Engineers (PMEs) upon SR creation, and ensure the conversion of SRs into Work Orders (WOs). Keep customers informed about the service timeline for valid warranty claims.
- Maintain high accuracy in SR data entry, tracking and monitoring the status of claims in Excel and SharePoint files.
4. Warranty and Quotation Management:
- Collaborate with FSEs to determine warranty coverage for claims, explaining non-coverage reasons to customers when necessary.
- Generate and follow up on quotations, facilitate Purchase Order (PO) collection, and, if required, route POs to the Key Account Manager (KAM) for signature. Track and monitor the status of quotes and POs in Excel and SharePoint.
5. Customer Experience Optimization:
- Minimize customer effort by proactively gathering solution-related information from internal resources before requesting additional details from customers. The objective is to reduce the total number of communications required for resolving each request or claim.
6. Process Improvement and Feedback Collection:
- Contribute to team growth by proposing and implementing new initiatives, including standardizing the method for gathering customer feedback post-repair.
7. Offer Acceptance and Negotiation:
- Work strategically to increase offer acceptance rates, particularly in situations involving complex liability issues or delicate financial considerations. Engage in both internal and external discussions to formulate acceptable offers for customers.
Job Requirement
- Bachelor or master degree;
- Advanced in Excel, Word, PowerPoint, Visio, Project;
- More than 3-year work experience in Project Mgt., Education, Consulting, After Sales, or industrial/automotive (optional);
- Proficiency in English, better to master more languages;
- Capability of good language expression, business negotiation, on-the-spot adaptability.
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