Technical Support

1 week ago

Bangsar, Malaysia SE Active Sdn Bhd Full time

Technogym Malaysia is looking for a dynamic and skilled Technical Project Executive to join our After-Sales Department. You will play a crucial role in managing and resolving technical queries, problems, and issues from our valued clients in an efficient manner. This role requires you to ensure seamless troubleshooting and resolution of technical challenges, contributing to an exceptional customer experience.

**Responsibilities**:

- Oversee technical queries, problems, and issues within the After Sales Department.
- Collaborate closely with the principal/HQ, technical team, and after-sales service team to troubleshoot and resolve technical problems.
- Coordinate and collaborate directly with the principal on all technical matters, including warranty management.
- Lead training needs assessments and customize programs for the Technician team.
- Ensure all training programs are relevant, up-to-date, and aligned with the technical roadmap.
- Provide leadership in mentoring and developing the team's technical skills.
- Provide resources and tools to diagnose and resolve customer issues.
- Maintain excellent customer service throughout the after-sales journey.
- Ensure prompt and comprehensive resolution of technical issues faced by clients.
- Effectively communicate and escalate complex technical issues to the appropriate team/principal when necessary.
- Collaborate with business leaders, HODs, and managers to identify additional training needs.
- Identify areas to streamline after-sales care and minimize technical issues.
- Attend all courses and training, completing mandatory E-learning courses.

**Requirements**:

- Bachelor’s degree in mechanical or electrical engineering.
- 4+ years of experience in after-sales, technical support, or a related field.
- Strong technical skills with experience in various software and/or hardware platforms.
- Customer service experience is a plus.
- Ability to work independently and collaboratively within a team.
- Fluent in English (both written and spoken).
- Strong brand and cultural understanding, empathy, and people-oriented.
- Curious problem solver and proactive value creator.
- Passion for sport, fitness, and wellness.

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