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Job Summary 

 

We are seeking a motivated and experienced Technical support engineer to join our team.

The successful candidate will be responsible for supporting the technical team ( trainers, technicians and ASC) on repair related items and new products skill up

 

Roles & Responsibilities

 

-Develop comprehensive training programs for Service Engineers, CIC agents, and the Installation Team to enhance their skills and knowledge.

-Execute training plans through both on-site and online platforms, ensuring effective knowledge transfer.

-Oversee the performance of Service Engineers, CIC agents, and the Installation Team, identifying skill gaps and coordinating targeted improvement activities.

-Analyze service data to pinpoint areas for enhancement, and implement strategies for improvement, including addressing Reclaim and Voice of Customer (VOC) feedback.

-Gather information on product quality issues from various countries and collaborate with the manufacturing team to initiate and track improvement measures.

-Conduct rework tasks as requested by the production team to ensure product standards are met.

-Provide timely technical support to the service team, offering detailed explanations and guidance on repair procedures.

-Assess warranty claims, liaise with different manufacturing units for payment settlements, and coordinate with distributors accordingly.

-Make on-site customer visits for critical issues, and prepare comprehensive field reports for management and the manufacturing team to review.

 

Qualifications & Requirements

 

-Bachelor's degree in engineering (Major in mechanical or electrical)

-Sound knowledge of.HA products (Washing machine , Refrigerator , Dishwasher ,RAC, Other cooking devices) working and troubleshooting

-Hands on experience on providing technical training to ASC , technician

-Knowledge on basic quality process & should be able to technical interact with factories and R&D units

-Experience in handling end to end customers and should be capable of handling repair directly

-Proficiency in Microsoft Office, including Excel and PowerPoint..