Job Responsibilities:

Support Operations & Performance

-Monitor and ensure departmental productivity and service level objectives are achieved.

-Oversee day-to-day operations within the support team, ensuring efficient case handling and timely resolution of all technical issues.

-Conduct regular OTRS (Open-Ticket Request System) reviews to assess ticket handling quality, response times, and escalation effectiveness.

IoT System & Product Monitoring

-Proactively monitor the health, connectivity, and performance of all IoT sensors and systems.

-Identify exceptional cases, anomalies, or potential failures and initiate appropriate repair or maintenance processes.

-Recommend enhancements to improve IoT system reliability, scalability, and performance.

Customer Support & Escalation Management

-Manage and oversee the escalation process for customer support issues to ensure prompt resolution and customer satisfaction.

-Act as a key point of contact for critical issues requiring coordination between technical, engineering, and management teams.

-Establish and maintain an escalation matrix to ensure structured communication and accountability.

Continuous Improvement & Product Development Support

-Analyze customer feedback, support data, and industry trends to identify opportunities for product and service improvements.

-Provide detailed technical insights and feedback to assist in new product feasibility and development initiatives.

Job Requirements:

-Bachelor's degree in engineering with strong electronics / technical experiences.

-Minimum of 5 years' experience in the role and experience in managing and grow a team.

-Experience in System Integrator (SI) industry or familiar with SaaS platform is an added advantage.

-Proven track record in incident and troubleshooting management.

-Good leadership and people management skills and ability to work under pressure.

-Excellent communication and interpersonal skills.

-Hands-on and a can-do attitude.

-Technically independent with good initiative.

-Strong analytical and problem-solving skills with an out-of-box approach in providing solutions.

Employee Benefit

-Transport Allowance RM500

-Unlimited Medical Outpatient Benefit - Clinical

-Insurances Coverage

-Start with 15 days AL

-Flexible Benefit

-Performance Bonus (Yearly)

-Dental Coverage