Job Description

• The role is responsible for delivering service operation and product safety functions within customer support.
   
• Provide technical support and resolution to assigned Authorized Service Partners (ASPs) and customers on company products.
• Liaise daily with ASPs via email and phone to resolve technical issues.
• Provide on-site technical support for local and outstation customers, especially in critical cases.
• Provide prompt technical and service support to ASPs and customers.
• Provide ASPs with periodic technical updates on products, service manuals, and adjustment programs.
• Proactively obtain countermeasures from regional technical teams on chronic technical issues.
   
• Manage call centre operations and performance.
• Check and follow up daily on pending calls at assigned ASPs.
• Monitor call centre team performance and ensure all KPI metrics are achieved.
• Facilitate close cooperation with internal Customer Service and Sales teams to resolve customer issues and enquiries.
• Conduct audits and performance reviews with outsourced operation management teams.
   
• Drive operation improvement activities.
• Implement refurbishment activities and improve workshop cleanliness.
• Propose improvements to operational processes to optimise resource utilisation.
• Implement and manage an efficient RMA monitoring process using system tools to reduce manual tracking.
• Manage and coordinate incoming repair jobs, workshops, and trainings, maintaining accurate repair records.
• Ensure all repair jobs are completed within required turnaround time.
   
• Manage ASP performance.
• Conduct periodic audits and visits to ASPs to ensure compliance with service processes and procedures.
• Evaluate ASP image, professionalism, and service quality.
• Ensure achievement of repair and service KPIs including response time, repair time, and turnaround time.
• Prepare and submit daily and monthly reports on ASP performance and pending RMAs.
   
• Manage product safety and compliance.
• Ensure all required documents and test reports are completed prior to type approval applications.
• Maintain type approval certificates in the product certification system.
• Ensure products with radio communication functions comply with local regulations before launch.
• Coordinate with testing authorities to secure necessary compliance reports.
• Conduct monthly product safety update briefings with relevant departments.
   
• Champion product safety lessons learned and continuous improvement initiatives.
• Review departmental policies regularly and ensure alignment across departments.
• Conduct periodic ASP audits to ensure compliance with service processes and policies.
• Implement audit and incentive programs to drive service quality improvements among service partners.
   
• Prepare monthly KPI reports for regional meetings.
• Support new product testing, evaluation, and type approval processes.
• Support pre-sales activities when required.
• Perform other related duties as assigned by regional headquarters and management.

Job Requirement

Education & Qualifications:

• Bachelor’s Degree or Diploma in Electronics, Computer Engineering, or Management.

Experience & Knowledge:

• Minimum 3 years of experience in machine repair, preferably in large format printers or direct-to-fabric machines.
• Minimum 3 years of experience coordinating and delivering technical training programs.
• Strong understanding of service operations, technical support, and product safety compliance.

Skills & Competencies:

• Excellent communication skills.
• Ability to engage, motivate, and manage individuals and teams to achieve targets.
• Ability to monitor team performance and address performance issues effectively.
• Strong project management and problem-solving skills.
• Innovative mindset with continuous improvement orientation.
• High level of integrity, discretion, and professionalism.
• Strong analytical skills with high attention to detail and accuracy.
• Strong commercial and strategic acumen.
• Computer literacy in Microsoft Word, Excel, and PowerPoint.