Objective of the position
To support successful execution of BSH customer service strategy in areas of workshop repair, managing daily repair operations jobs request and work safety topics etc. Responsible in workshop management and supporting field service activities. The Technical Team Lead will additionally support to spearhead new service products implementation and mentoring of junior engineers. Working closly with Senior Trainer and Managers, involving Technical forums and discussion to improve and elevate overall service capabilities.
Job Description
- Field Service Operations
- Lead a team of service engineers on home appliances repair
- To coach the service engineers on technical related issues
- Attend urgent service repairs when needed
- Provides Installation and maintanence of home appliances.
- Troubleshoot and maintain at customer’s site.
- Payments collections amd related until closure for service jobs done.
- On-site sales of services, appliances for replacements and/or maintenance products.
- Installation and New Service Products Initiatives
- Execution of home appliances installation jobs requst and liaise with outsource service technicians or sub-contractor
- Conducts site assessments and provides quotation advice
- Review service product feasibility and work in accordance with Managers to execute and implement
- Workshop Management
- Lead and responsible for workshop activities (Eg. SDA Repairs, Refurbishments, resource planning and housekeeping)
- Process optimization to consistently deliver expected performance set by reporting Manager
- Appliance refurbishment support
- Walk-in customer product support when needed
- Support occupational safety and health policies and procedures in workshop and participate in training as required
- Demonstrate commitment to health and safety through participation in formal and informal discussions, workplace visits, hazard inspections and risk
assessments
- Technical Support
- Supports mentoring and providing technical consultation for junior engineers.
Participation in technical forums/feedback to improve overall product and/or service quality
- Audit and Compliance
- Support to ensure adherance to company processes, procedures, policies and standards
- Accountable for ensuring full regulatory compliance and legal requirements
Participation and support leaders in any Internal/External Audits (Eg. ICS, ISO)
Qualifications required
- Education
- Professional certifications/ Electrical, Electronics and Engineering related Diploma/Degree
- Experience (type)
- 5 – 10 years experience in technical support or relevant aftermarket solutions industry
- Hands on experience with repair of home appliances or similar commercial appliances
- Technical background with experience in writing routine repair/investigation report and correspondence towards internal/external stakeholders
- Specific knowledge
- MS Office is essential. Adaptability to new technology.
- Able to handle mobile devices (Eg. iPAD, Tablets, Smartphones, Credit Card Terminals)
