Customer Support Lead

2 weeks ago

Singapore SMARTRX PTE. LTD. Full time

Responsible to plan and execute customer support in an effective and efficient manner, providing the highest levels of customer support and the best possible financial performance.

**Responsibilities**:

- Lead customer support team, including setting goals, providing training & support, and evaluating performance.
- Configure equipment based on customer requirements before deployment to customer site.
- Perform on-site installation of equipment & accessories, customer training, fault trouble-shooting, field service and preventive maintenance ensuring equipment quality standards are maintained.
- Manage customer service line and resolve issues or problems that arise from customers in a professional manner while maintaining response time & uptime.
- Document customer complaints & log service reports into in-house digital platform.
- Perform product failure analysis & service process analysis with engineering team to improve product reliability, reduce servicing lead time and develop preventive maintenance plan.
- Develop procedures for customer support department.
- Ensure all tools and test equipment are adequate to perform service required, and all test equipment issued are calibrated at the times specified.
- Handle returned / disposal of parts/ accessories according to procedures. Maintain service spares and PM kit.
- Support factory acceptance test at manufacturing site.

**Requirements**:

- Degree/ Diploma/ ITE in Engineering or relevant field
- 5 years of customer support service experience including managing customer support personnel and conducting systems training to customers.
- Fluent with handling IT systems, preferably ITIL certified.
- Strong analytical and interpersonal skills, on-site or remote trouble-shooting skills.
- Must be hands on, skillful and knowledgeable on electrical and mechanical engineering
- 5.5 days work week (alternate half Saturday)
- able to communicate well in multi languages
- Class 3 driver license

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