1. Technical Department Management

a. Manage technician and service engineer on all assigned tasks within committed response time.
b. To manage branch service Work Orders entry in proper order and daily service calls by area.
c. Ensure technical service KPI to be achieved.
d. Manage TSR to practice proper time management on field assignments (eg. Minimize travel / lost time).
e. Escalate any unsolved problems to HOD for further advice and action.
f. Ensure monthly Service team targeted productivity is achieved with low follow-up call rates.
g. Provides technical direction for the development, design, and systems integration for client engagement from definition phase through implementation.
h. Facilitates team and client meetings effectively.
i. Resolves and/or escalates issues in a timely fashion.
j. Understands how to communicate difficult/sensitive information tactfully.
k. Acknowledges and appreciates each team member's contributions.
l. Suggests areas for improvement in internal processes along with possible solutions.

2. Assist the Field supervisor to handle major complaints

a. Assist the Field TSR to handle major complaints from customers, sales department, etc. Communicates and enforces coding standards.

3. Perform Complaint Pertaining to Technical Service

a. To visit customer who required special attention and complaint. Suggest solution to solve the issues.
b. To perform spot check on TSR service quality and check customer satisfaction level is maintained.
c. To support installation / relocation of customers’ equipment when required.
d. Creates and executes development plans and revises as appropriate to meet changing needs and requirements.
e. Manages client interaction and expectations regarding development efforts.
f. Develops lasting relationships with client personnel that foster client ties.
g. Communicates effectively with clients to identify needs and evaluate alternative technical solutions.
h. Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
i. Builds a knowledge base of each client's business, systems and objectives.

1份Technical Support Engineer工作在Sabah - November 2026

管理提醒

ASSISTANT SERVICE MANAGER