Senior Mobile Service Engineer

Job Description / Scope of work:

1. [Technical Support Skill]

• Provide technical support and guidance to authorized service centers and business partners across Thailand and Indochina.
• Investigate and resolve complex technical issues related to mobile devices and repair processes.
• Coordinate with regional and global technical teams to obtain technical solutions and support when required.
• Deliver technical training and knowledge sharing to service personnel and stakeholders.

2. [Product Quality Management]

• Monitor and analyze product quality performance, failure trends, and field issues.
• Conduct root cause analysis and recommend corrective and preventive actions.
• Collaborate with internal and external stakeholders to improve product reliability and reduce recurring issues.
• Prepare quality reports and present findings to management and relevant teams.

3. [Repair Quality Assurance]

• Ensure repair activities comply with service standards, repair procedures, and quality requirements.
• Perform repair quality audits and identify areas for improvement.
• Monitor service center performance and drive corrective actions to improve repair quality and efficiency.
• Support implementation of new repair processes, tools, and technical standards.

4. [Customer Satisfaction Management]

• Support initiatives to improve customer experience and satisfaction for both B2C and B2B customers.
• Analyze customer feedback, complaints, and service performance indicators.
• Work closely with customer service team and business teams to address escalations and improve service quality.
• Drive service excellence programs to enhance overall customer satisfaction.

5. [Continuous Improvement & KPI Achievement]

• Identify opportunities to improve operational efficiency, service quality, and customer satisfaction.
• Lead and support continuous improvement projects across service operations.
• Develop innovative solutions and best practices to enhance team performance.
• Consistently achieve and exceed assigned KPIs and business objectives.
• Demonstrate ownership and accountability in delivering measurable improvements and business results.

Qualifications / Key Skills Required:

• Bachelor's degree in Engineering, or related field.
• Minimum 3–5 years of experience in technical support, repair management, or quality management within the mobile device industry.
• Strong analytical and problem-solving skills.
• Experience in product quality analysis and repair quality management.
• Ability to manage multiple stakeholders across different countries and cultures.
• Good communication skills in both Thai and English, with the ability to communicate professionally, diplomatically, empathetically, and tactfully according to the situation and job requirements.
• Proficiency in Microsoft Office applications and data analysis tools.
• Willingness to travel within Thailand and Indochina when required.
• Flexible and able to multitask, prioritize tasks, and manage time effectively without compromising deadlines.
• Ability to work effectively under pressure and meet challenging deadlines.
• Strong team player with excellent interpersonal and collaboration skills.