Contract type: Permanent
Location: North - Penang
Industry: Manufacturing
Salary: 4500.00 - 8000.00
Start date: 25 Mar 2020
Job Reference: 44390
Contact details: Yuki.Lim
Contact email:
Job published: 13 days ago


·         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

o   Probe, replicate and troubleshoot customers’ technical issues

o   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

o   Captures and documents knowledge to enable self-service resolution. Adopt and apply latest Knowledge-Centered Service (KCS) methodology on every customer engagement

o   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

o   Identifies and anticipates technical gaps within customer organization and works with management to build product, system or technical expertise.

o   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

o   Identify quality, feature or user experience gaps and feedback to relevant functions on every customer engagement

o   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

o   Serves Sales, support and services organization as the point of escalation for technical issues related to company products

o   Co-work with R&D in troubleshooting complex issues, identify design or manufacturing issues and come up with best possible resolution or workaround



·         Bachelor’s degree in Electrical Engineering or Computer Science

·         Experience in LabVIEW is preferred

·         Experience in conduct training to customer will be added advantage