Quality Management

• Monitor & detail analysis of product quality through service jobs, and monthly report to Management, Product Department, HQD & Factory on ad-hoc & monthly basis.
• Immediate escalation for suspect Epidemic or confirmed Epidemic issues to Management, Product Department, HQD & Factory via email with findings & supporting info and/or video clips. Register issue in Quality Management in Service system for genuine Epidemic issue.
• Work closely with Product Department, HQD & Factory on product quality matters, findings, resolution & improvement.
• Perform technical testing & evaluation on Marketing sample unit before product launching arranged by Product Dept.
• Review Service tracking data on technical pending jobs; and to check with relevant service partner on the cause of delay related to repair skill & product quality.
• Review spare parts quality and work with Spare Part Department to improve spare parts quality through feedback to HQD & Factory by Spare Parts Deprt.
• Handle Product Liability cases & report to Management & HQD when required. Top priority task.
• Verify Service Stock Return (Service SRR) submission from service center.
• Evaluate and inspect defective return products. Perform & monitor stock grading and scrapping on monthly basis.

Operation & Performance:

• Set & ensure Department & staff performance meeting KPIs.
• To conduct KPI management for all functions, performance review & reports. Provide action plan and countermeasures for areas require improvements. Monitor Technical KPI & finding for countermeasure.
• Monitor & enhance processes & procedures (SOP) for technical operation. Develop & simplified technical policies & standards.
• Respond to service partners, call center & customer’s technical enquiries in a timely manner and follow up to ensure customer’s needs and issues are resolved quickly and to their satisfaction.
• Technical support at site including assembly, T&C & any site issues related to chillers.
• Feedback Technical KPI performance to service partners on monthly/quarterly basis such as Repeated Repair, First Time Fix, Repair TAT & Technical Pending.
• Short-term & long-term strategic plan.
• Competitor benchmarking.

Technical Training:

• Set, plan, review & manage technical trainings to service partner's technicians & call center, budget & costs.
• Engineer certification & reward.
• Prepare training materials & guides/tips.
• Conduct technical trainings to service partners’ technicians & call agents as planned.
• Review best practices for repairing and troubleshooting from relevant sources which can be used towards future trainings.
• Disseminate service bulletins and technical information to all service partners.
• Training materials storage

CAC Service – Chiller & MRV:

• Monitor overall CAC Service Team, performance, activities, trainings to client, budget & costs.
• Monitor performance of service centers.
• Monitor the maintenance/service schedule for chiller projects.
• Resolve chillers and MRV issue due to product failure.
• Establish working guidance and standards for chiller maintenance, T&C, repair, and others for both chiller and MRV products.
• Close communication & feedback to HQD & Factory for issues escalation & product quality improvement.

Leadership Skill:

• Lead, train & coach staff in the operation.
• Responsible for staff development and nurture an environment where they where they can excel through encouragement and empowerment.

Other Duties As Assigned:

• Establish & maintain good relationships with service partners, call center, other departments, HQD & Factory & customers.
• To support Sales & Marketing activities when required.
• Performs other related duties as assigned. 

Job Requirements

• Minimum Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, or equivalent. Major in Engineering (Electrical/Electronic)
• Minimum 3 to 5 years working experience in similar field/industry.
• Relevant working experience in Consumer Electronic industry.
• Good analytical, reporting and presentation skill.
• Strong product & technical knowledge for consumer electronic products.
• Training and personnel management skills.
• Possess good command of English, Malay and Chinese (preferably).