Regional Support Engineer
3 weeks ago
We are seeking a highly skilled Regional Support Engineer to join our team at THEEXECUTIVECIRCLE ASIA PACIFIC PTE. LTD. The successful candidate will be responsible for providing technical support to regional post-sales engineers, conducting training sessions, and driving initiatives to improve after-sales support.
Key Responsibilities- Support regional post-sales engineers on escalations, QA related matters, and post-sales activities.
- Provide training to regional engineers to enhance their skills and knowledge.
- Drive initiatives to improve after-sales support to the market.
- Act as a window point for all technical escalations from the region.
- Troubleshoot, diagnose, and escalate problems/issues via research, testing, simulation, or collaboration with Japan HQ or relevant departments.
- Visit customer locations for evaluation and perform escalated repairs when necessary.
- Support workshops, events, and seminars as a technical advisor.
- Plan, coordinate, and conduct product training/workshops for internal and external stakeholders.
- Develop, maintain, conduct, and improve training syllabus and materials for offline and online training purposes.
- Collaborate with the region's CS team to ensure training escalations are planned and executed on-time and effectively.
- Interact with regional headquarters, sales teams, and sales companies for product rework and market recovery plans.
- Work with stakeholders on market communication materials (press releases, website, etc.) if required.
- Prepare regular and special reports for assigned products.
- Provide feedback to parts planning on failure trends and abnormal cases to assist in parts stocking.
- Implement improvements to service/repair workflows to achieve service deliverable targets (e.g., TAT).
- Engineering/electrical background for break-and-fix.
- TCP/IP Networking knowledge.
- Good communication skills/customer service oriented.
- Time conscious/self-disciplined.
- At least 2 years of professional experience in technical support roles.
- Service engineer experience in the display industry is an added advantage.
- Minimum Certificate/Diploma in IT/Electronics/Electrical or equivalent.
- CTS certification or relevant study is an added advantage.
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