Technical Support and Service Engineer - #1132586

Job Overview

Own post-sales technical excellence and field quality for our TV/Fridge/Washer/Aircon portfolio. You will be the technical authority for customers and internal teams, run product trainings, govern repair vs. exchange decisions, and drive partner KPIs and market quality improvements. You’ll also cover light order/payment validation and delivery release when needed.

Key Responsibilities

1.     Technical Support (Customer-Facing & Internal)

• Be the L2/L3 point for product specification queries, technical issues, and quality concerns via phone, email, and chat.

• Lead complex troubleshooting; create clear repair job notes (symptoms, probable root cause, parts).

• Approve/decline repair-to-exchange (RMA) requests based on diagnostics, cost, and company policy.

2.     Training & Enablement

• Attend manufacturer/product trainings; maintain current technical playbooks (TV and Home Appliances).

• Deliver structured training to customer service agents and repair service providers (curriculum, assessments, refreshers).

• Build knowledge base articles, flowcharts, and macros to raise first-time fix rate and customer satisfaction.

3.     Quality Control & Market Feedback

• Monitor and improve market quality KPIs (failure rate, repeat repair, early-life failure, part consumption).

• Collect and analyze quality data; identify quality abnormalities and emerging defect patterns.

• Report issues with timely, accurate case roll-ups and cost tracking; drive 8D/5-Why containment and corrective actions with suppliers.

• Validate solution effectiveness in the field and oversee rollout (SOP updates, partner briefing).

4.     Service Partner Governance

• Set and monitor service provider KPIs (eg. Response rate, first-time fix rate, completion rate, CSAT).

• Run monthly reviews; implement corrective action plans and guide and coach underperforming partners if necessary.

• Audit job notes, parts usage, and warranty adherence.

5.     Cross-Functional Collaboration

• Close the loop with Sales, Ops, and Marketing on recurring product issues and customer feedback.

• Provide input to spare parts inventory/parts planning based on failure trends and repair forecasts.

6.     Operations Support (as needed)

• Handle order processing updates, validate payments, and coordinate delivery release during peak or back-up coverage.

• Maintain clean CRM records and contribute to weekly service/quality reports.

Qualifications

• 4–8 years in technical support/after-sales/service engineering for appliances or consumer electronics.

• Hands-on troubleshooting knowledge for TV and home appliances.

• Experience training frontline teams and managing service partners against KPIs.

• Strong data skills (MS Power Point, Excel, Power BI)

• Comfortable with CRM (Zendesk/Freshdesk), OMS/WMS, and warranty/RMA workflows.

• Clear written & spoken communication in both English and Mandarin; disciplined documentation; calm under pressure. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.

• Plus: experience with Shopee/Lazada/Amazon/TikTok customer flows.

Why Join Hisense?

• Opportunity to work with cutting-edge technology in a dynamic and fast-growing global company.

• Collaborative and innovative work environment that encourages ideas and initiative.

• Positive and inclusive company culture that values teamwork, growth, and mutual respect.

• Competitive salary and benefits package.