Overview

• Salary

  5,400 MYR ~ 6,500 MYR

• Industry

  IT/Telecommunications, Trading Firm

• Job Description

  < Job Summary >
  ・Seeking for a detail-oriented Technical Support Engineer to provide post-sales support for company B2B software and applications.
  ・This role involves managing technical escalations, supporting service partners and ensuring service KPIs are met.
  ・Key responsibilities include acting as the technical point of contact for product launches, overseeing repair management processes, and supporting internal operations.
  ・The ideal candidate is proactive, analytical, and committed to delivering high-quality service and continuous improvement.
  
  < Key Accountabilities >
  ・Ensure excellent post sale support for company B2B software & application
  - Ongoing advancement of Service Partners’ support skills and resources, including training programs.
  - Continuous assessment and expansion of support coverage to align with business growth objectives.
  - Provide timely resolution on escalations from customers or Service Partners.
  - Provide on-site support to customers and Service Partners when required.
  - Achieve service deliverables and customer satisfaction targets for managed products.
  - Resolve software and application issues, develop partner support capabilities, manage escalations, and meet resolution target.
  - Provide repair management support and maintenance by handling escalations, performing system updates, delivering refresher training to service partners, and ensuring timely completion of tasks.
  ・Assume the Role of Product Technical PIC for printer, scanner and projector
  - Ensure all details input into product launch checklist eg. Training schedule, Initial parts forecast.
  - Manage product QA escalation and rework countermeasures.
  - To analysis product failure rate.
  - Ensure achievement of repair and service KPI (eg. Response Time, Repair Time, TAT).
  ・Manage pending repair management situation to achieve service level targets
  - Prepare daily report on pending RMA status (product, partners, status, shortage).
  - Email pending RMA report and 3.5 days completion rate to individual partners daily.
  - Directly engage partners with high pending RMAs to ensure timely resolution.
  ・Supplementary internal business functions
  - Manage the provision of service consumables (for repair purpose) to service partners.
  - Support the courier pick up arrangement of “faulty printer to repair” from small town dealers.
  - Support the preparation & processing of service partner agreements.