Danlaw - Customer Service Engineer - GPS/Telematics Systems

Position overview :

We are looking for a skilled and customer-focused Customer Service Engineer with strong hands-on experience in GPS and telematics devices. The role involves field support, troubleshooting, data analysis, customer issue resolution, and coordination for telematics-related compliance processes. The ideal candidate should possess strong technical abilities, good communication skills, and a passion for delivering exceptional customer service.

Roles and responsibilities :

- Diagnose, analyze, and resolve issues related to telematics devices and vehicle control units at customer sites.

- Handle software flashing, over-the-air (OTA) updates, and perform root cause analysis for recurring issues.

- Provide field support to customers, addressing technical issues promptly and efficiently.

- Willingly travel to customer locations to resolve issues proactively and ensure minimal downtime.

- Perform effective troubleshooting and testing to ensure devices operate accurately and reliably.

- Maintain a strong customer-centric focus, ensuring timely and professional resolution of customer complaints.

- Work to improve service operational efficiency and reduce Turnaround Time (TAT) for customer issues.

- Build and strengthen customer relationships with innovative problem-solving and effective communication.

- Experience in GPS, Telematics devices and vehicle tracking.

- Have field experience in solving customer's issues with the devices.

- Ability to gather, view, and analyze data.

- Proficiency in spreadsheet programs like MS Excel.

- Exposure to Cordinate for AIS140 Empanalement in states.

- Experience in field to analyze and resolve field issue related to Telematics and vehicle control unit.

- Customer Centric focus.

- Improve service operation Efficiency and reduce TAT for customer Complaints.

- Having Experience in trouble Shooting.

- Capability to Identify and develop customer relationship through Innovative thinking.

- Exposure in handling Software flashing, OTA, Root cause analysis.

- Willing to travel the field to address customer Issues Voluntarily