United Diesel is seeking a Customer Support Engineer to provide advanced technical support to customers, ensuring the resolution of complex issues and maintaining customer satisfaction. The ideal candidate will have strong problem-solving skills, product knowledge, and the ability to communicate effectively with both technical and non-technical stakeholders.

Key Responsibilities:

• Provide advanced technical support to customers via phone, email, and chat.

• Collaborate with engineering and product management teams to resolve issues.

• Act as the primary point of contact for high-priority customer issues.

• Ensure timely updates and maintain a high level of customer satisfaction through professional communication.

• Create and maintain detailed documentation of customer issues and resolutions.

• Develop and update knowledge base articles to assist customers in resolving common issues.

• Mentor and train workshop engineers to enhance their technical skills and customer service abilities.

• Gather customer feedback to identify recurring issues and provide insights for product improvement.

• Stay up-to-date with industry trends and technologies to improve support quality.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.

• Minimum of 3 years of experience in a technical support role, ideally in a senior or lead capacity.

Skills Required:

• Strong understanding of commercial vehicles and technical troubleshooting.

• Proficiency in resolving complex technical issues effectively.

• Excellent communication and interpersonal skills.

• Strong problem-solving and analytical abilities.

• Ability to work independently and as part of a team.

• High level of empathy and customer focus.

Personal Attributes:

• Solution-oriented and proactive in addressing customer issues.

• Strong attention to detail in documenting and resolving technical issues.

• Willingness to mentor and guide junior engineers.

• Ability to stay calm under pressure and maintain positive customer relations.