Field Service Engineer

About the role:

We are seeking a motivated Field Service Engineer to support our telecom and project accounts, cultivate strong client relationships, and drive business growth. This role involves assisting and collaborating with our Telco and Project Team to ensure seamless service delivery and excellent client satisfaction.

Duties and Responsibilities:

1. Customer Relationship Management

• Serve as the primary point of contact for assigned telecom accounts.
• Maintain strong professional relationships with customers to ensure satisfaction and loyalty.
• Regularly communicate with customers to understand their needs, concerns, and future requirements.
• Ensure customer concerns or requests are promptly addressed and properly escalated when necessary.
• Maintain an updated organizational chart and contact info of key persons in the customer organization

2. Account Support and Coordination

• Assist in managing assigned telecom and project accounts and support the Account Manager or Sales Team in business development activities.
• Coordinate with technical teams, project teams, and internal departments to ensure timely service delivery.
• Monitor project updates and provide status reports to customers when required.
• Coordinate meeting appointments of sales and service team with client

3. Pre-Sales Assistance

• Support the sales and technical teams during customer meetings, presentations, and product demonstrations.
• Help prepare presentation materials, proposals, and basic product information for customers.
• Assist in explaining Ark One’s telecom products, services, and solutions to customers.

4. Post-Sales Customer Support

• Follow up with customers after project delivery or product implementation to ensure successful adoption and satisfaction.
• Coordinate customer training sessions, service support, or technical assistance with the appropriate teams.
• Ensure customer issues are documented and resolved in a timely manner.

5. Documentation and Reporting

• Maintain proper documentation of customer interactions, account activities, and service updates.
• Assist in preparing and submitting required reports including:
• Service Delivery Forms
• Project Acceptance Certificates
• Account activity reports
• Updates in the Corporate HR/Tracking System

6. Customer Satisfaction and Business Growth

• Ensure a high level of customer satisfaction to support repeat business opportunities.
• Identify potential opportunities within accounts and coordinate with the Sales Team for possible expansion.
• Maintain a proactive approach to customer engagement and relationship management.

Educational and Experience Requirements:

• Bachelor’s degree in Business Administration, Marketing, Engineering or related field
• 1–3 years of experience in account management, sales, or telecom industry 
• Open for fresh graduates
• Strong communication and relationship management skills
• Proficiency in Microsoft Office and CRM systems
• Good analytical and problem-solving abilities
• Ability to work in a fast-paced and team-oriented environment