Technical Support Engineer
4 days ago
Position Summary
Company Overview:
Samsung Electronics Southeast Asia & Oceania, a subsidiary of Samsung Electronics Co., Ltd., is a leading technology company that has consistently pushed the boundaries of innovation. With a strong presence in the air conditioning industry, Samsung's climate systems are renowned for their revolutionary designs and advanced performance. Our Singapore-based regional headquarters for air conditioning is dedicated to serving the Southeast Asian and Oceanian markets with excellence.
**Job Description**:
As an AC Tech Support Expert, he will be responsible for providing technical product knowledge and support for air conditioning products and control systems for Southeast Asia & Oceania. He will provide in-depth analysis of product and installation failure, and solutions to ease such situation, instantly and systemically. In this role, he will have the opportunity to build up the communication between our Customer Service teams all over Southeast Asia & Oceania and the Technical team in our Head Quarter in South Korea.
Role and Responsibilities
- Act as a second line technical support in case the local country technical team cannot solve a (structural) issue for air conditioning products or control systems.
- Provide technical training to our local teams and/or local trainers, “train the trainer”.
- 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.
- 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.
- Organise monthly quality follow-up meetings with all local service teams and headquarters.
- Focus on close collaboration with the local service teams.
- Support on request the local service teams in Southeast Asia & Oceania in their 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.
Skills and Qualifications
- A minimum of a bachelor’s degree in engineering or related discipline; degree in air conditioning or refrigeration preferred
- Minimum of 5 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.
- Someone who is used to working within complex matrix and international environments.
- Be able to take responsibility for his actions and knows how to enthuse his local countries team colleagues.
- Good communication skills are a necessity towards Head Quarter 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.
- A good knowledge (speaking and writing) of the English language is mandatory, and preferably any additional Asian language.
- Frequently travel within Southeast Asia & Oceania (20% to 30%).
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