Regional Support Engineer

3 weeks ago


Singapore THEEXECUTIVECIRCLE ASIA PACIFIC PTE. LTD. Full time
Job Summary

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.
Technical Support
  • 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.
Technical Training
  • 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.
Product QA
  • 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.
Product Performance Reports
  • Prepare regular and special reports for assigned products.
  • Provide feedback to parts planning on failure trends and abnormal cases to assist in parts stocking.
Service KPIs
  • Implement improvements to service/repair workflows to achieve service deliverable targets (e.g., TAT).
Requirements
  • Engineering/electrical background for break-and-fix.
  • TCP/IP Networking knowledge.
  • Good communication skills/customer service oriented.
  • Time conscious/self-disciplined.
Critical Work Experience
  • At least 2 years of professional experience in technical support roles.
  • Service engineer experience in the display industry is an added advantage.
Qualifications
  • Minimum Certificate/Diploma in IT/Electronics/Electrical or equivalent.
  • CTS certification or relevant study is an added advantage.


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