About RS: RS Components is a trading brand of Electrocomponents plc, the global distributor for engineers. With operations in 32 countries, we offer more than 500,000 products through the internet, catalogues and at trade counters to over one million customers, shipping around 50,000 parcels a day. Electrocomponents...
About RS:
RS Components is a trading brand of Electrocomponents plc, the global distributor for engineers. With operations in 32 countries, we offer more than 500,000 products through the internet, catalogues and at trade counters to over one million customers, shipping around 50,000 parcels a day. Electrocomponents is listed on the London Stock Exchange FTSE 250 and in the last financial year had revenues of £2bn.
We place a strong emphasis on investing in our people, our best asset, enabling them to be customer focused at all times and exceeding their expectations. This is because our customers are at the heart of everything we do. So we look for people who have a strong belief in, and commitment to exceeding customer expectations, people who have pride and belief in their company.
In return we offer a positive and supportive culture which ensures that together we can help our customers do great things.

Technical Support Engineer

Job level Entry
Work exp Minimum 3 Years
Education Bachelor Degree
Location
Within Hong Kong
Employment type Full Time
Industry Advertising / Marketing / Digital Marketing
Job function Engineering > Electrical / Electronic Engineering
Published On 12/07/2019

The incumbent is the Technical advisor and subject matter experts for customers, on product enquiries, technical troubleshooting and not limited to Elite accounts.

Deliver exceptional customer service via all channels (phone, emails and live chat) with the goal of ensuring that customer’s products, technical and website enquiry are met while maintaining service level agreements in a professional and courteous manner.

Able to understand customer’s environment (different industry type), work closely with engineers and buyers to promote RS products.

  1. Experience in ELV environment, work with R&D engineers (customers) and able to identify commercial opportunity for RS including involvement in bids projects for Elite or Key accounts
  2. Able to support Bill of Material enquiries – deliver one stop shop solution to customers.
    • provides end to end solution to customers for bill of materials matching, not limiting to RS Core range it should include extended range and non-core range. As much as possible we deliver highest fulfilment rate to demonstrate our value proposition for “one stop shop”
    • Work closely with Elite Account Managers to conceptualise the solutions and present the value proposition to customers in a highly professional manners. 
    • Customer sees us as valuable partners that provides end to end solution for bill of materials.
  3. Responsible to collect Marketing information of Open Tenders

 

  1. Providing effortless customer experience by proactively recommending changes to product information, alternatives and solutions
  2. Contribute to the sales targets by working closely with sales and performing high level of value added activities set out by the business
    • Investigate complaints or service improvement opportunities and recommend solutions to prevent recurrence.
    • Assess customer faulty product returns requests when required to determine next course of action to support post sales
    • Identify potential customer needs / opportunities to grow business by providing high human touch. This may include onsite support as and when required
  3. Build up long term partnership with customers

 

  1. Proactively contribute to the ongoing development of the business processes and policies by using continuous improvement methodologies.
  2. Work with and support our customer service team to maintain and support customer expectations.
  3. Responsible for customer’s feedback for the service we deliver to them.  Results are demonstrated in NPS, and action must be taken to drive improvement on customer’s experience
  4. Support the team during peak hour - assist customers on their enquiries over the telephone, email or Live chat (e.g. pricing, stock status, parameter advisory, etc.)
  5. Investigate customers’ complaints and rectify the problems by coming up with recommendations of possible actions and solutions
  6. Take on other tasks assigned by Customer Program Manager