Responsibilities of Technical Service Lead but are not limited to:

-Work closely with 3rd party service provider to ensure a seamless onsite service.
-Manage end to end process, communication and uphold performance management metrics (KPI).
-Oversee 3rd party service provider’s consigned spare parts status inventory management to ensure zero downtime in service recovery.
-Identify opportunities for improvement of PRISM+ RMA Service operation by monitoring and analyzing the weekly RMA report, analysis industry best practices on return/repair process and sharing findings with the management during weekly team meeting.
-Submit factory claims and monitor the weekly progress and report to the management accordingly.
-Ensure excellent internal communication with business units and drive the development of customer satisfaction goals and coordinate with Customer Service team to achieve ambitious outcome from management.
-Work together with the Business Analyst team to assess RMA service performance, data mapping and provide data analysis to ensure RMA service departmental growth.
-Additional data tracking for cannibalization and refurbishments in a weekly basis and share with the RMA technical PIC for execution for cost optimization.
-Coach and groom new hires in terms of product knowledge and technical support skills.
-Providing solid technical support to aid customer service team to effectively troubleshoot customer issues.
-Conduct monthly stock count for spare parts at warehouse, update inbound spare parts items at warehouse portal and submit spare parts orders for onsite repair consignments.

Requirements:
-Bachelor’s Degree in Engineering, or any relevant course of studies.
-At least 5 years’ experience in RMA Service role, having led the function for a minimum of 3 years.
-You should have successfully scaled or led a high functioning Service team.
-A Driven Hustler with a positive attitude to change and meaningful growth.
-Comfortable with Travel.
-Strong understanding of Television & Monitors technical and product specifications.

Benefits:
-14 Days Annual Leave
-1 Day Birthday Leave
-Annual outpatient benefit (Includes dental and optical benefits)
-Annual increment
-Performance bonus
-Free flow snacks and drinks!