Customer Technician Lead

2 weeks ago

Singapore ASUS GLOBAL PTE. LTD. Full time

**Responsibilities**:

- Provide L1 and L2 technical support or troubleshoot on mobile/tablet/PC/notebook device/DesktopT/All-In-One)
- Scheduling and assigning tasks to the engineering team
- Ability to quickly assess/share knowledge and provide exceptional assistance to customers’ support needs when they arrive
- Raise technical escalation to Local Technical Support Department
- Service escalation case studies and analysis in view of technical aspect
- Work with different departments to ensure ASUS process and SOP are govern
- Actively drive the improvement of Technician skillset
- Help the team to meet & exceeding customer requirements.
- Investigating and solving customers' problems
- Prepare weekly and monthly team performance reports
- Plan, organize, direct, manage and evaluate the customer service repair activities in line with the standards, procedures & strategic objectives of the overall organization
- Coordination of activities with LTSD department, technical services, sales and service teams & provide feedback to them
- Real-time monitor and managing in house RMA cases & repair productivity in/output,
- Registration and management of all complaints, RMA’s and timely response to customers & reporting to senior management
- Achieve Performance indicators targets and periodical KPI reporting to management
- Measure the teams KPI’s and drive to improve effectiveness.
- Scheduling and assigning tasks to the engineering team
- Technician Manpower arrangement
- Lead a team of engineers to meet the Service Centre’s key performances

**Requirements**:

- Diploma in IT, or relevant field
- 3 years of Technical experience
- 5.5 days work week (Alternate half Saturday)
- Computers Technical knowledge/background is a must

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