Develop and deliver technical training programs for service engineers, installers, and authorized service partners to enhance technical competency and service quality.
Create, maintain, and update technical documentation, including service manuals, repair procedures, troubleshooting guides, and training materials.
Provide technical support and guidance for complex product issues, escalations, and field repair activities.
Analyze recurring technical issues, identify root causes, and work with Quality, R&D, and Product teams to drive corrective and preventive actions.
Develop and manage technician certification and competency assessment programs to ensure consistent service standards.
Monitor the technical performance of service centers and field engineers, identify capability gaps, and implement improvement plans.
Support new product introductions by developing service readiness plans, technical documentation, repair solutions, and training programs.
Ensure repair procedures, installation standards, and service practices comply with company technical policies and quality requirements.
Collaborate with Service Operations, Quality, Supply Chain, Product Management, and Customer Service teams to resolve technical issues and improve customer satisfaction.
Support product quality improvement initiatives by collecting and analyzing field failure data and providing technical feedback to headquarters.
Conduct regular technical audits, field visits, and on-site coaching to improve repair quality and technician capability.
Prepare technical reports, training effectiveness analyses, and service quality metrics, and recommend continuous improvement initiatives.
Requirement
sBachelor's degree or higher in Electrical, Mechanical, HVAC, Electronics Engineering, or a related field
.Minimum 5 years (Supervisor) or 8 years (Manager) of experience in after-sales service, technical support, or technical training for major home appliances
.Strong technical knowledge of air conditioners, refrigerators, washing machines, and other white goods
.Good understanding of after-sales service operations and service performance management
.Proficient in Microsoft Office; LMS experience is a plus
.Willing to travel frequently
.Fluent in English; Mandarin Chinese is an advantage
.Able to work effectively in a fast-paced, multicultural environment
