Key Responsibilities
1. Service Center Management
- Oversee daily operations of the service center to ensure efficient and timely customer support.
- Develop and implement service standards, policies, and procedures.
- Monitor service turnaround time and customer satisfaction metrics.
- Manage repair, maintenance, and warranty service processes.
- Coordinate with suppliers, technicians, and operations teams for service-related concerns.
- Ensure proper documentation and reporting of service activities.
2. Product Technical Support & Knowledge Management
- Maintain comprehensive knowledge of all products, including:
- Technical specifications
- Features and benefits
- Installation and operation
- Troubleshooting procedures
- Warranty policies
- Provide technical guidance and support to customers, dealers, and internal teams.
- Assist sales and marketing teams with technical product information.
3. Product Quality Assurance & Testing
- Lead product quality evaluation and testing activities.
- Identify product defects, recurring issues, and improvement opportunities.
- Coordinate with suppliers/manufacturers regarding quality concerns and corrective actions.
- Develop QA procedures and testing standards.
- Prepare quality reports and recommendations for management.
4. Product Training
- Develop and conduct product training programs for:
- Customer service staff
- Sales teams
- Dealers/distributors
- Customers when necessary
- Create training materials, manuals, and technical documentation.
- Ensure all frontline personnel are updated on new products and product changes.
5. Customer Hotline & Customer Support
- Manage customer hotline operations and support channels.
- Ensure prompt handling of customer inquiries, complaints, and technical concerns.
- Establish escalation procedures for complex customer issues.
- Monitor customer feedback and recommend service improvements.
- Maintain high standards of professionalism and customer satisfaction.
Qualifications
- Bachelor's Degree in Mechanical Engineering, Electrical Engineering, or related Engineering field.
- Minimum of 5 to 10 years experience in HVAC technical operations, after-sales service, or technical management.
- Strong knowledge of HVAC systems, troubleshooting, installation, and maintenance.
- Experience handling warranty claims and technical customer support.
- Strong leadership and people management skills.
- Excellent communication and presentation skills.
- Proficient in technical documentation and reporting.
- Willing to conduct field visits and client meetings when necessary.
