Section Head – Customer Technical Service

2 days ago

Simpang Empat, Penang, Malaysia Private Advertiser Full time $60,000 - $120,000 per year
Responsibilities
  • Lead the technical support team in providing solutions to customers on PCB/CCL products, applications, and process-related issues.
  • Oversee the handling of customer complaints, ensuring timely root cause investigation and 8D report completion.
  • Review and analyze defects, quality issues, and failure modes; ensure effective corrective and preventive actions are implemented.
  • Coordinate cross-functional collaboration with R&D, Quality, Production, and other departments to resolve customer issues efficiently.
  • Conduct and oversee customer on-site visits, technical audits, and process troubleshooting activities.
  • Ensure the preparation of accurate technical documents, reports, and presentations for internal and customer use.
  • Support and manage new product qualifications, sample evaluations, and customer approval processes.
  • Build and maintain strong customer relationships, ensuring high satisfaction with technical support and service performance.
  • Lead continuous improvement initiatives to enhance product performance and customer experience.
Requirements
  • Degree in Engineering (Electrical, Electronics, Materials Science, Chemical, Mechanical, or related fields).
  • Minimum 2 years experience in PCB, CCL, laminate, or electronics manufacturing.
  • For Senior / Section Head Role: More than 5 years relevant experience, including team-leading responsibilities.
  • Strong knowledge and hands-on experience with 8D, RCA, FMEA, SPC, Ishikawa, 5 Why, and other problem-solving tools.
  • Strong analytical, decision-making, and problem-solving capabilities.
  • Excellent communication, leadership, and presentation skills.
  • Willingness to travel for customer visits when required.
  • Knowledge of PCB fabrication or CCL production processes is an added advantage.
  • Good verbal and written communication skills in Mandarin and English. Mandarin proficiency is required for effective communication with Mandarin-speaking clients.

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