Technical Support Specialist

Responsibilities:

1. Responsible for providing daily support to all dealers such as product information and technical assistance via on-line and mobile phone, and, responsible for onsite visit of all dealers as needed.

2. Manage customer service and direct technical communication with customers, including handling the customer cases, developing communications channels tracking.

3. Guide/instruct dealer's technicians in the right diagnostic and repair procedures following the company’s repair/ service standards, including creating training materials when needed.

4. Provide on-job coaching/on-site training to dealer’s technicians or related service staff to enhance repair and service quality performance.

5. Deliver on internal metrics target consistently to meet company goals and achieve KPIs.

6. Feedback concern issue to manufacturing and consult with them for long term solution in market.

7. Prepare and submit technical report as need to all concern party in order to increase FIRT rate in market.

8. Any tasks that be assigned by manager or/and company.

Qualifications:

1. At least 5 years of experience in (Technical Support / Technical Training function) After sales Development or related field.

2. Very well-technical knowledge and diagnostic skill with high sense of urgency and service minded.

3. Proficient in computer program - MS office and social media .

4. Able to convince and influence team with ability to work in diversity environments

5. Have presentation and coaching skills.

6. Excellent communication, influence, and presentation skills, including both written and verbal forms catered to a wide variety of audiences.