Technical Support Supervisor
2 weeks ago
Position Summary
As an AC Tech Support Expert, he/she will be responsible for providing technical product knowledge and support for air conditioning products and control systems for the Singapore market. He/she will provide in-depth analysis of product and installation failure, and solutions to ease such situation, instantly and systemically. In this role, he/she will have to work closely with our Customer Service team in Singapore, and the regional technical teams located in Singapore and South Korea.
Role and Responsibilities
- Technical support to solve (structural) issues for air conditioning products or control systems.
- Provide technical training to our internal teams and/or external installers.
- Align the training planning with the sales objectives and new product launching.
- Develop and implement control solutions, ensuring optimal performance and reliability.
- Provide technical support and maintenance services for existing systems, addressing issues promptly and efficiently.
- Work closely with Service Department/Partner to follow-up on service enquiries.
- Ensure a high level of product quality by continuous monitoring and setting up early warning systems related to quality issues of products, installation, commissioning, or maintenance.
- Define and execute improvement plans to ensure our high level of product quality.
- Organize monthly quality follow-up meetings.
- Support installers and partners on operational activities, including providing guidance on installations or on-site technical support.
- Collect ‘Voice of Customer’ product and service improvements for air conditioners & controls systems and share with our Product Management department.
- Lead a junior Technical Service Engineer in achieving a positive post sales experience.
Skills and Qualifications
- A minimum of a bachelor’s degree in engineering or related discipline; degree in air conditioning or refrigeration preferred
- Minimum of 10 years’ experience in a service role within a technical/mechanical building engineering environment with preferably HVAC knowledge
- Be able to improve established processes based on requests from the field.
- Good time management skills to ensure timely follow-up of enquiries or issues.
- Someone who is used to working within complex matrix and international environments.
- Be able to take responsibility for his/her actions and knows how to enthuse team colleagues.
- Good communication skills are a necessity towards Headquarters in South Korea and the local country organizations.
- As a person, he/she must be empathetic, service-oriented, customer centric, a real problem solver, confident, creative, and a strong representative of the technical team within the internal organization and towards the external contact persons.
Li-Midsenior
Li-SEAO
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