Senior Technician Trainer (Field Service Engineer - Electricity)

Key Responsibilities

1. Develop Training Plans for Vietnam Customer Service (25%)

- Improve overall product knowledge, technical troubleshooting capabilities, field technician competencies, and workshop repair skills.

- Share technical and product knowledge within the Customer Service team.

- Deliver training on new products and technologies.

- Update service teams on technical information received from factories.

- Compile and maintain training records for Vietnam Customer Service.

2. Ensure Technical Knowledge is Collected, Shared, and Analyzed (30%)

- Support field service technicians and service partners with complex repair cases.

- Support customer complaints, product issues, VIP customers, and urgent service requests.

- Collaborate with Regional and Headquarters Product & Technical teams regarding product issues.

- Manage Critical-To-Safety (CTS) processes and share learnings with relevant Customer Service functions.

3. Support Sales Business Activities (10%)

- Support Project Sales through site inspections and installation assessments.

- Provide technical support to Retail Sales teams, kitchen dealers, and end customers.

4. Support Call Centre Operations (10%)

- Provide technical training and support for call centre agents.

- Develop simplified troubleshooting guides to help agents resolve customer issues over the phone.

5. Monitor and Audit Service Performance (15%)

- Regularly monitor and audit field technicians, workshop technicians, call centre agents, customer service teams, and customer-facing functions.

- Assess troubleshooting capability, diagnosis accuracy, repair quality, service attitude, and onsite challenges.

- Provide feedback and reports to the Field Service Manager and Customer Service Manager.

6. Support New Technology & System Implementation (5%)

Lead and support the implementation and rollout of new technologies and systems for Vietnam Customer Service operations.

7. Compliance (5%)

Ensure compliance with all company processes, procedures, policies, and standards.

Yêu cầu công việc

Qualifications

Education

Diploma or Bachelor's Degree in Education, Business, Electrical Engineering, Mechanical Engineering, Electronics Engineering, or related disciplines.

Experience

- Minimum 5 years of technical support or technical training experience, preferably within a similar industry.

- Hands-on experience in home appliance repair is an advantage.

- Understanding of retail sales, home appliances, and field service operations.

- Strong customer service mindset and positive attitude.

- Excellent communication, organizational, and interpersonal skills.

- Ability to collaborate effectively with stakeholders at all levels.

Technical Skills

Proficient in Microsoft Office applications (PowerPoint, Excel, Word).

Quyền lợi

• Thưởng: Competitive and attractive salary package. 13th-month salary & performance-based bonuses
• Chăm sóc sức khoẻ: Premium healthcare insurance for employees and up to 2 family members. Comprehensive annual health check-up
• Nghỉ phép có lương: Up to 16 annual leave days per year. Special birthday leave to celebrate your day