Service Technical Supervisor(OUTSOURCED)

Key Responsibilities:

• 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.

Requirements

• Bachelor'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.