Job Description
Our Client:
Our client is one of the top leading healthcare manufacturing companies with its Headquarters in Japan.
Their Singapore office is looking for an Engineer - Technical Service.
Responsibilities:
Technical Service manages and controls processes related to after sales support of consumer and/or professional products. The goal is to achieve customer (end user) satisfaction through effective technical support of our customers and Business Partners. All of this underpinned by compliance with the applicable legal requirements and company policies.
20% technical hands-on work.
* Process distributors' warranty claims per CS policy and ensure validity and timely delivery of the claims.
* Ensure that all returned products are dealt with effectively in accordance with the applicable documented service manuals and standard operation procedures, either directly or via a third party. Ensure that all administration relating to returned goods is handled effectively.
* Provide Technical Support and Training for Products
* Be an expert in technical support of all products. Able to troubleshoot and diagnose problems via phone or email, to ensure that specific issues can be resolved base on Service Manuals.
* Support Customer Service Department with regards to technical questions and provide general technical support for customers (internal and external) and report Quality issues and Customer complaints to OHS relevant department. Ensure the availability and delivery of consumer product technical training to Business Partners., Distributors and employees.
* Maintain training records of respective service staff to ensure quality of service for all our Business Partners and Country Service Centres.
* Work with logistics team on management of inventory of maintenance parts so as to ensure there is sufficient stock to meet demand of the service centres. To update maintenance parts list and price regularly.
* Conduct customer Service Center Audit of distributors and national sales company and recommend improvements base on guidelines and requirements. Manage documentation base on GDPMD standards for Malaysia and Singapore.
* To maintain service budget to ensure the expenses do no exceed stipulated budget. Monthly reporting of service expense to HQ.
* Report post-market product quality issue to HQ and keep track of results and implementation and inform to respective Customer Service team.
* Be able to understand issues from customers, business partners and regional service teams and offer support to them with win-win resolution.
* Support the local customer service team on servicing when required
Requirements:
* Min. Degree
* Prefer 2-5 years of experience in Customer Service, Field Engineering or related field Basic knowledge of GDPMDS
* Good knowledge of Microsoft Office suite (Word, Excel, PowerPoint)
* Good Organization skills- keeping track of common issues and maintaining accurate reports
* Good time management in a fast pace environment
* Strong communications skill is preferred
Disclaimer: The Company complies with the Tripartite Guidelines on Fair Employment Practices (TGFEP), including the prevailing guidelines on recruitment. All qualified applicants will be considered for the position regardless of their age, race, religion, nationality, marital status, or family responsibilities. A more detailed discussion of the TGFEP is available on the Tripartite Alliance for Fair and Progressive Employment Practices (TAFEP) website at https://www.tal.sg/tafep.