Job Summary

We are seeking a highly motivated and customer-focused Senior Technical CRM Engineer to join our Customer Relationship Management team. The successful candidate will act as the primary technical liaison between homeowners and the company during the handover, finishing, and modification phases. The role requires strong technical knowledge, customer service skills, and the ability to coordinate effectively with internal stakeholders to ensure a seamless customer experience while maintaining project standards and regulatory compliance.

Key Responsibilities

1. Homeowner Coordination & Customer Engagement

• Act as the primary point of contact for homeowners during handover, finishing, and modification activities.

• Build and maintain strong relationships with homeowners to ensure a positive customer experience.

• Provide regular updates regarding unit status, work progress, and site readiness.

• Respond promptly to homeowner inquiries and address concerns in a professional manner.

2. Drawings Review & Modification Management

• Meet with homeowners to discuss modification requests and review proposed drawings.

• Evaluate technical feasibility and compliance of requested modifications.

• Provide practical engineering recommendations and solutions while ensuring alignment with project standards and company policies.

• Coordinate with design, construction, and technical teams to facilitate approved modifications.

3. Handover Inspections & Snag Management

• Conduct detailed unit inspections with homeowners during the handover process.

• Identify, document, and track snag items and outstanding issues.

• Coordinate with construction, finishing, and quality teams to ensure timely resolution of defects.

• Follow up on corrective actions until final closure and homeowner satisfaction.

4. Site Inspections & Quality Assurance

• Perform routine site inspections to monitor finishing progress and workmanship quality.

• Ensure compliance with approved drawings, specifications, and company standards.

• Identify deviations, quality concerns, or potential risks and escalate them when necessary.

• Support continuous improvement initiatives related to quality and customer satisfaction.

5. Compliance & Violation Management

• Maintain a thorough understanding of project guidelines, finishing standards, and community regulations.

• Conduct regular inspections to identify unauthorized modifications or violations.

• Report non-compliance cases to the Community Management team and support resolution activities.

• Ensure homeowners comply with approved technical and architectural standards.

6. Documentation & Reporting

• Maintain accurate records of customer meetings, site inspections, modification approvals, and snag reports.

• Prepare periodic progress reports, status updates, and management reports.

• Ensure proper documentation and filing of all customer-related technical activities.

• Support management with data and reports related to customer handover and technical issues.

Qualifications

• Bachelor's degree in Architecture, Construction Engineering, or a related field.

• Minimum of 3–5 years of experience in customer experience, finishing, construction, or CRM engineering within the real estate industry.

• Experience in residential handover, finishing works, and customer modifications is highly preferred.

• Strong understanding of construction drawings, finishing specifications, and quality standards.

• Proficiency in AutoCAD and Microsoft Office applications.

• Excellent communication, customer service, and stakeholder management skills.