Technical Support Director
2 weeks ago
Hatch Asia is a renowned talent partner in Asia, dedicated to delivering high-quality solutions for our clients. Our vision is to establish ourselves as the preferred partner in the region, providing accurate talent identification and integration services.
We are seeking an exceptional individual to contribute to the sustainable growth of our specialty rental business in SEA. The ideal candidate will create an ultimate customer experience and satisfaction through proactive uptime and business tools.
The Challenges
- Ensure a healthy fleet life by monitoring aging, availability, and aesthetic.
- Regularly check and monitor fleet tagging, resource numbers, decals, appearance & cleanliness, SV & SRV tagging.
- Analyze breakdowns with action plans, troubleshoot issues, and implement protocols (both internal and external).
- Develop Poka-Yoke processes for dynamic maintenance by creating SOPs for each type of maintenance, onsite and offsite.
- Provide daily technical support to the team/customer and lead continuous improvement projects.
- Drive connectivity as a proactive uptime and business tool, gaining insights and driving learning throughout the organization.
- Identify and address problems and opportunities in service strategy to outperform the competition.
- Resolve customer disputes regarding all service deliverables and performance.
- Evaluate customer feedback, take corrective actions, provide advice and training when required.
- Improve, standardize, and exceed customer expectations during mobilization/de-mobilization/maintenance processes.
- Ensure compliance with legal and regulatory documents and monitor adherence to laws and regulations per ISO requirements.
- Own DB/SharePoint follow-up and analysis.
- Manage warranty reporting.
- Maintain machine updates and modifications ECB follow-up and implementation.
- Align maintenance processes across regions, focusing on correct execution of SOPs and efficiency.
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