Technical Support Lead
1 week ago
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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