EXECUTIVE, REGIONAL TECHNICAL SUPPORT
Job Summary
This position is tasked to execute activities related to technical support in Product Printing (High-speed Toner Cut-sheet Machines) from the regional headquarter of Asia Pacific. The hired will be serving in full capacity within the team to deliver technical assistance (Troubleshooting through remote support and on-site support), customer care, product launch preparation and performance evaluation, service program efficiency measurement. The deliverables to all operating subsidiaries in the region are expected to elevate the ‘best-in-class’ customer journey and experiences with the company.
Job Description
• Execute the following technical support functions in Production Printing area.
- Respond to the technical inquiry from subsidiaries and partners in Asia Pacific region.
- Provide remote and on-site resolution as Level 3 technical support to customers in several countries.
- Communicate, escalate, and handle technical inquiry, quality issue and safety matter to headquarter in Japan.
- Ensure all technical publishment systems are in order and reachable by the enrolled participated members.
• Coordinate service preparation by communicating with relevant launching correspondents in Japan and Asia Pacific office to address all essential elements of new product roll out in the region.
• Handle the product modification requirements and processes with subsidiaries to achieve the targeted timeline.
• Lead or participate in improvement activities/ program/ project related with product performance, service quality, efficiency system and tools with committees formed in Japan and Asia Pacific office.
• Responsible for conducting technical training for OpCos and partners during new product launches and arranging additional training sessions when requested or required by OpCos and partners.
• Other expansion of duties assigned by the management.
Education
• Minimum Degree in Mechanical, Electrical and Electronic, IT or other relevant engineering fields.
Skills
• Minimum five (5) years of working experience as technical support or field technical service related to production printing devices (High-speed toner cut-sheet machines)/ assist products, IT networking/ infrastructure and device management/ printing solutions. Prior hands-on experiences in break-fix troubleshooting and problem-solving is very essential.
• Literacy in Microsoft Office and good adaptability of software in use.
• Possess skills on data management and analysis.
• Experience in Fiery controller and basic color management will be added advantage.
• Ability to think strategically and possess strong command on both speaking and writing of English language.
• Active listening skill for technical support to customer and subsidiaries.
• Self-motivated, hardworking, high courtesy and team orientated.
• Able to travel overseas on short notice and possess flexibility to work with any departments, levels, and countries.