Product Technical Support

1 week ago

Manila, National Capital Region, Philippines Le Price International Corp. Full time

The Product Technical Support provides customer and sales support on product issues. Work with the support team to evaluate customer problems and resolve all assigned support cases. He is also the resource person for inquiries regarding Product Part Numbers, Pricing, and Product Specifications.

Product Support
  • High familiarization with product lines of Le Price International Corp and its other business subsidiaries, as may be required.
  • Work with Sales, Service, and Operations teams to provide product support and assistance to customers.
  • Attend Product and Marketing weekly meetings and effectively relay new business developments to the Sales, CSD, and Service team.
  • Responsible for negotiations and assistance to clients together with TSMs, CSD, and the Technical group.
  • Work with the support team to evaluate complex customer problems, identify root causes, and derive resolutions.
  • Provide customer and sales support on product issues.
  • Resolve all assigned support cases as quickly and effectively as possible.
  • Occasionally travel to customers on-site to troubleshoot, as may be requested.
  • Document all work completed to easily track relatable issues.
  • Research material resources if a new problem is presented that does not have a straightforward solution.
  • Offer product demonstrations.
  • Handle general concerns on product installation and technical support.
  • Handle concerns of the business units on the LPI portfolio products and services.
  • Assist in developing pricing strategies and guidelines for new products.
  • Work with sales and Ops teams in product promotional activities.
  • Guide support teammates in addressing customer problems within established response times.
  • Support TSMs in identifying new customers and retaining existing customers for business growth.
  • Develop knowledge bases and FAQs for product support activities.
  • Document support activities, customer issues, and resolutions for reference purposes.
  • Maintain documentation for all support activities including product development, enhancement, engineering, and marketing activities.
  • Conduct visits and presentations to clients for newly developed and fabricated business to clients across the country with respect to his new innovations.
  • Serve as a resource person in proposal making and other product technical support concerns that will hasten the acquisition of sales.
  • Update product list and product application mapping.
  • Work with Sales, Marketing, and R&D to identify potential applications and solutions for customer issues.
Product Training for New Products
  • Develop training materials and conduct training for new current employees and new hires.
  • Conduct training for LPI products and services.
  • Provide specified product training to existing staff and customers.
  • Train customers and/or sales teams on new products.
  • Conduct training for Product Part Numbers.
Other Deliverables
  • Report weekly deliverables to immediate superior/s.
  • Conduct monthly innovation presentations for the existing market.
  • Perform work according to established policies and professional standards and ensure strict adherence to safety protocols, procedures, and standards.
  • Perform other functions and activities, whether related or unrelated to the position, which may be assigned from time to time as dictated by business exigencies.
Qualifications:
  • Candidate must possess at least a Bachelor's/College Degree in Business Studies/Administration/Management, Engineering, or a similar field.
  • At least 3 years' experience in the field is required for this position.
  • With a professional license for manual driving.
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