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KOREAN SPEAKING TECHNICAL SUPPORT ENGINEER (TSE) [YL3512-16]

Job title: KOREAN SPEAKING TECHNICAL SUPPORT ENGINEER (TSE) [YL3512-16]
Contract type: Permanent
Location: North - Penang
Specialisation:
Industry: Manufacturing
Salary: LANGUAGE ALLOWANCE, TRANSPORT ALLOWANCE
Start date: 07 Sep 2020
Job Reference: 44390
Contact details: Yuki.Lim
Contact email: Yuki.Lim@jac-recruitment.com
Job published: 21 days ago

JOB RESPONSIBILITIES

  • Respond to and anticipate technical needs to help maintain or accelerate our customers’ development schedule, building customer loyalty and gaining a reputation as trusted technical partners.
  • Collaborate with the R&D and manufacturing team co-located in the same site to provide best-in-class technical support to customers.
  • Assist customers in solving engineering/ scientific challenges by solving technical issues
    • Probe, replicate and troubleshoot customers’ technical issues
    • Maintain high standard in quality of service, while meeting Service Level Agreement (Average 90% or above in customer satisfaction survey)
  • Provide effortless technical support via digital channel
    • Captures and documents knowledge to enable self-service resolution. Adopt and apply latest
  • Knowledge-Centered Service (KCS) methodology on every customer engagement
    • Leverage previously acquired technical experience, and make continuous improvements on the contents for maximum efficiency and effectiveness of digital, web-based support
  • Accelerate customers’ business by fostering team proficiency of company products within customer organization
    • Identifies and anticipates technical gaps within customer organization and works with management to build product, system or technical expertise.
    • Educates customers through technical support engagements. Guide customers through basic product startup, application troubleshooting and/or maintenance of solutions
  • Advocates for the customer experience within the company
    • Identify quality, feature or user experience gaps and feedback to relevant functions on every customer engagement
    • Escalates complex technical issues internally to the appropriate group while maintaining ownership of customer interaction
  • Continuously lead peers as company products, platform and systems by acquiring in-depth technical expertise
    • Serves Sales, support and services organization as the point of escalation for technical issues related to company products
    • Co-work with R&D in troubleshooting complex issues, identify design or manufacturing issues and come up with best possible resolution or workaround

JOB REQUIREMENTS

  • Bachelor’s degree in Electrical Engineering or Computer Science
  • Experience in LabVIEW is preferred
  • Experience in conduct training to customer will be added advantage