Technical Assistance Specialist

1 week ago

Puchong, Malaysia Agensi Pekerjaan Elitez Malaysia Sdn Bhd Full time

**Industry**:Engineering solutions, After-sales & parts, Tooling, Full range of machinery and technologies
- The Technical Services is part of the Customer Care function and reports to the Customer Care Manager. At a mid-senior level of experience, the Technical Services is responsible for managing technical support for customers and technicians, prioritizing service levels based on urgency. The role includes providing multi-channel support, troubleshooting issues, validating warranty claims, escalating unresolved cases, and fostering knowledge sharing. Additionally, it involves supporting parts identification and ensuring efficient case management through proactive escalation handling._

**KEY DUTIES & RESPONSIBILITIES**:
(May be required to perform additional duties)
- Manage customer and technical service people.
- Validate warranty claims for parts and service requests.
- Manage the Escalation flow to Product Care and unique competence.
- Manage proactively the installed base in order to reduce or anticipate critical customer situations.
- Represent the single point of escalation for internal market requests to unique competences and Product Care.
- Measure Service level based on urgency, case automatically prioritized by the system.
- Troubleshoot problems, decipher error codes, identify faulty components.
- Create request for spare parts.
- Handle general technical requests and forward to the proper team if needed (manuals, layouts, software updates, PC upgrades, devices set-up, maintenance).
- Link the machine error to the Service ticket to increase the Knowledge base DB.
- Forward unresolved cases to Services Machines for on-site support.
- Support Technology Applications to identify knowledge gaps within Markets, participate in technical training as key reference, serving as internal trainers.
- Support parts team with advanced level parts identification.

**REQUIREMENTS**:

- Bachelor or Master’s Degree in Economics/Engineering/Logistics Management
- Required language(s): Fluent in written and spoken English
- At least 3 Years of working experience in technical role in servicing manufacturing equipment or machine tool industry
- Proficient technical knowledge of machine-tools
- Excellent expertise in troubleshooting and diagnosing technical issues.
- Proficient knowledge ERP utilization
- Proven track record of handling escalations, resolving technical issues

**Job Types**: Full-time, Permanent

Pay: RM3,000.00 - RM8,000.00 per month

**Benefits**:

- Health insurance
- Opportunities for promotion
- Professional development

Work Location: In person

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