Technical Support (Home Appliances)

Position Summary:

Responsible for providing comprehensive after-sales technical support for home appliances, HVAC systems, air conditioners, refrigerators, refrigeration equipment, and related products. The role involves supporting service partners, troubleshooting technical issues, conducting training, monitoring service quality, and collaborating with internal teams to improve product performance and customer satisfaction.

Responsibilities

• Provide technical support and after-sales service assistance to authorized service centers and service partners.
• Respond to technical inquiries promptly and follow up to ensure effective issue resolution.
• Troubleshoot product issues and provide repair guidance for HVAC, refrigeration, and home appliance products.
• Review spare parts requests and verify the correct parts required for repair and maintenance.
• Monitor repair quality, repeat repairs, and service turnaround time to identify improvement opportunities.
• Escalate product quality issues and collaborate with HQ/R&D teams for root cause analysis and corrective actions.
• Conduct technical training for service engineers on troubleshooting, repair procedures, disassembly, reassembly, and product updates.
• Conduct product knowledge training for Customer Contact Centre (CCC) agents on new product features, specifications, and key functions.
• Support new product launches by preparing technical documents, service guidelines, and training materials.
• Perform periodic audits of service centers, including assessments of technical capabilities, tools and equipment, service processes, and spare parts inventory.
• Conduct field visits to service centers and customer sites to provide technical support when required.
• Analyze field failure trends and recommend preventive actions to improve product reliability and service performance.
• Ensure proper refrigerant handling practices in compliance with safety and environmental regulations.
• Prepare service reports, audit reports, training materials, and other technical documentation.
• Collaborate with internal departments and external service partners to enhance service quality, operational efficiency, and customer satisfaction.

Requirements

• Diploma in Technical Certification, or equivalent qualification in Mechanical, Electrical, Refrigeration, HVAC, or a related discipline.

• Minimum 3 years of experience in after-sales service, field service, technical support, or a related role.

• Familiarity with home appliances, HVAC systems, refrigeration equipment, or similar products.

• Strong troubleshooting, analytical, and problem-solving skills.

• Good communication, interpersonal, and customer service skills.

• Ability to work independently and manage multiple assignments effectively.

• Fast learner with a proactive attitude and strong willingness to acquire new technical knowledge.

• Computer literate with proficiency in Microsoft Excel and Microsoft Word applications.

• Possess own transport and be willing to travel for field visits, training, audits, and customer support.

• This position is offered on a 1-year renewable contract.