Technical Support Specialist

7 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Xiaomi Full time

Job Description:

The After-Sales Maintenance Engineer is responsible for delivering exceptional technical support, diagnostics, and repairs for smartphones and AIoT devices. This role demands a strong foundation in technical skills, meticulous attention to detail, and outstanding customer service while maintaining high service standards.

Key Responsibilities:

  1. Device Diagnostics and Repair:
    • Diagnose complex issues with smartphones and AIoT devices, including smart home gadgets, wearables, and other IoT products.
    • Conduct comprehensive hardware and software repairs for smartphones, encompassing screen replacement, battery replacement, and troubleshooting connectivity problems.
    • Repair or replace defective components in AIoT devices, such as sensors, batteries, and connectivity modules.
    • Thoroughly test repaired devices to ensure functionality before returning them to customers.
  2. Software Troubleshooting:
    • Resolve software-related issues in smartphones and AIoT devices, including operating system errors, app malfunctions, and network-related problems.
    • Perform firmware updates, software installations, and factory resets as needed.
    • Assist customers with setup, configuration, and integration of AIoT devices into smart home systems.
  3. Customer Interaction and Support:
    • Interact with customers to comprehend the issues they are experiencing with their devices.
    • Provide professional and clear explanations of the diagnosis, repair process, and estimated repair time.
    • Offer guidance and technical support to customers on maintaining their devices and preventing future issues.
  4. Documentation and Reporting:
    • Maintain detailed records of repairs performed, including device diagnostics, parts replaced, and repair status.
    • Prepare service reports and update internal systems with accurate information on completed and pending repairs.
    • Ensure that service and repair logs comply with company standards and warranty policies.
  5. Quality Assurance:
    • Perform quality checks on all repaired devices to ensure they meet company standards before returning them to customers.
    • Ensure all repairs are conducted according to safety standards and manufacturer guidelines.

Requirements:

  1. Education:
    • Diploma or certification in Electronics, Telecommunications, IT, or a related field.
  2. Experience:
    • 1-2 years of experience in smartphone repair, AIoT devices repair, or a similar technical role.
    • Experience with diagnosing and repairing smartphones, smart home devices, wearables, and other IoT technologies.
  3. Technical Skills:
    • Proficiency in diagnosing hardware and software issues in smartphones and AIoT devices.
    • Knowledge of different smartphone platforms (Android, iOS) and AIoT ecosystems.
    • Familiarity with tools and equipment used for electronic repair (e.g., soldering tools, multimeters).
    • Understanding of Wi-Fi, Bluetooth, and other connectivity protocols used in AIoT devices.
  4. Customer Service Skills:
    • Strong communication skills with the ability to explain technical issues in simple terms to customers.
    • Customer-focused mindset and a positive attitude in dealing with customer inquiries and complaints.
  5. Other Requirements:
    • Ability to work in a fast-paced environment and meet deadlines.
    • Willingness to stay updated on new smartphone and AIoT technologies and repair techniques.
    • Problem-solving skills and attention to detail.

About Xiaomi:

Xiaomi is a leading technology company that offers innovative and high-quality products to its customers worldwide.

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