Technical Support Lead

6 days ago

Marilao, Central Luzon, Philippines Kitchen Beauty Marketing Corporation Full time ₱900,000 - ₱1,200,000 per year

Technical Support Lead

Minimum requirements  for the position.

Ø Bachelor's degree in business or any related field, Engineering graduate an advantage.

Ø Experience in similar after sales or sales support role would be advantageous

Ø Proficiency in Microsoft Office applications (Excel, Word, Power point)

Ø Effective oral and written communication skills

Ø Customer oriented

Has strong organizational and interpersonal skills

Cross-Departmental Activities

· Provide timely cross function activities for customer service and product testing work load.

· Aligned specific task to the assigned department and provide timely report to the specific superior of the department

Customer Complaint Validation

· Perform testing and analysis on returned or defective products related to customer complaints.

· Identify the root cause or nature of product issues (e.g., performance failure, material defect, misuse).

· Document findings and prepare detailed reports on recurring issues for escalation to the Product Testing Executive.

· Support immediate feedback to suppliers by providing reliable data and technical insight.

Product Testing Execution

· Conduct testing of samples, new arrivals, and items with reported defects based on established testing protocols.

· Ensure testing is performed accurately and consistently using proper tools, equipment, and safety procedures.

· Verify that all test results are recorded clearly and that testing data complies with internal standards and regulatory requirements.

· Assist in validating the results of tests conducted by subordinates to ensure accuracy and completeness

Customer Service Engagement

· Respond to customer's inquiries and complaints related to repair, technical specifications and other product concerns to resolve issues in timely manner.

· Coordinate with CS&L  (Documentation Assistant) for customer unit pull-out, for any customer request for repair pull-out unit

· Coordinate with customer service lead for creating documents such as SVO, Spare parts Order and Sales Order for Spare parts.

· Give support to customer service lead for customer approval for out of warranty item replacement parts

Authorized Service Center Engagement

· Coordinates with authorized service centers and provides assistance related to spare parts such as but not limited to inquiries, requests, availability, price and orders to properly address their needs

· Sending requested/ordered spare parts to authorized service centers and/or to our customers via 3rd party providing Delivery Express Services and/or CS&L Logistics fleet.

· Checking and preparing sent billing statement by authorized service centers for their monthly rebates.

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