Regional Service Engineer

About the role

Responsible for managing and supporting after-sales service operations in Bangkok & Metropolitan.

The role focuses on Dealers and Authorized Service Center (ASC) support, service order and

repair pending management, technical consultation, and spare parts operations to ensure timely,

high-quality service and customer satisfaction.

Key Responsibilities

1. After-Sales Service Operation

• Manage and monitor after-sales service operations within the assigned region.
• Ensure service quality, response time, and repair performance meet company standards.
• Monitor service KPIs and identify opportunities for service improvement.
• Coordinate with internal teams and service partners to resolve operational issues.

2. ASC Management

• Manage and maintain effective working relationships with dealers and ASC.
• Conduct regular field visits to review service performance and operational issues.
• Provide guidance on service procedures, policies, and standards.
• Act as the key coordination point between dealers/ASC and Head Office for service-related matters.

3. Service Order & Repair Pending Management

• Track service orders from receipt through completion and case closure.
• Follow up with ASC to ensure repairs are completed within the required timeframe.
• Monitor pending cases, including cases waiting for parts, approval, or customer response.
• Identify causes of delays and coordinate corrective actions.
• Escalate critical and long-outstanding cases to the relevant departments and management.

4. Technical Support & Consultation

• Provide technical consultation and troubleshooting support to dealers, ASCs, and technicians.
• Support diagnosis and resolution of complex product issues both remotely and on-site.
• Communicate technical updates, service information, and product knowledge to ASC.
• Coordinate with Technical, Product, Quality, and related teams on recurring technical issues and product defects.

5. Parts Operation Management

• Coordinate spare parts requests, availability, and delivery for dealers and ASC.
• Monitor parts usage, stock levels, and parts-related repair delays.
• Coordinate with the Parts Team to ensure sufficient parts availability in the region.
• Follow up on parts claims, returns, defective parts, and other parts-related issues.

6. Reporting & Service Improvement

• Prepare regular service performance reports and management summaries.
• Analyze service data, recurring problems, and pending cases to identify improvement opportunities.
• Support service campaigns and other after-sales service activities.
• Support training and knowledge-sharing activities for dealers, ASC.
• Perform other related duties as assigned by the supervisor.

Qualifications

• Bachelor's degree in Mechanical, Electrical, Electronics Engineering, or related fields.
• 2–5 years of experience in after-sales service, field service, technical support, or related field.
• Experience with dealers, ASC, service networks, consumer electronics, home appliances, or related industries is preferred.
• Good knowledge of service operations processes, troubleshooting, and spare parts management.
• Strong analytical, problem-solving, coordination, and follow-up skills.
• Good communication skills in Thai; working English for reports and technical documents is preferred.
• Proficient in Microsoft Office, Excel, and familiar with service management/reporting systems.
• Willing to travel frequently within the Northern Region.
• Valid driver's license and own transportation preferred.