Job Detail
Home Appliances Technical Support Engineer- Dubai Others
Our client a leading MNC is seeking a motivated and experienced Technical support engineer to join their team. The successful candidate will be responsible for supporting the technical team (trainers, technicians and ASC) on repair related items and new products skill up.
Roles & Responsibilities
- Develop comprehensive training programs for Service Engineers, CIC agents, and the Installation Team to enhance their skills and knowledge.
- Execute training plans through both on-site and online platforms, ensuring effective knowledge transfer.
- Oversee the performance of Service Engineers, CIC agents, and the Installation Team, identifying skill gaps and coordinating targeted improvement activities.
- Analyze service data to pinpoint areas for enhancement, and implement strategies for improvement, including addressing Reclaim and Voice of Customer (VOC) feedback.
- Gather information on product quality issues from various countries and collaborate with the manufacturing team to initiate and track improvement measures.
- Conduct rework tasks as requested by the production team to ensure product standards are met.
- Provide timely technical support to the service team, offering detailed explanations and guidance on repair procedures.
- Assess warranty claims, liaise with different manufacturing units for payment settlements, and coordinate with distributors accordingly.
- Make on-site customer visits for critical issues, and prepare comprehensive field reports for management and the manufacturing team to review.
Qualifications & Requirements:
- Bachelor's degree in engineering (Major in mechanical or electrical)
- Sound knowledge of.HA products (Washing machine , Refrigerator , Dishwasher ,RAC, Other cooking devices) working and troubleshooting
- Hands on experience on providing technical training to ASC , technician
- Knowledge on basic quality process & should be able to technical interact with factories and R&D units
- Experience in handling end to end customers and should be capable of handling repair directly
- Proficiency in Microsoft Office, including Excel and PowerPoint..