Aftersales Technical Advisor

LIXIL; Kuala Lumpur; On-site; MYR 70,000 - 110,000; Full time

Job summary

GROHE Malaysia Sdn, Bhd. is seeking an Aftersales Technical Advisor to manage day-to-day technical support across Retail, Commercial Projects, and Authorized Partners in Malaysia and Singapore.

You will analyze product complaints, log data accurately, and provide remote and on-site assistance to ensure customer satisfaction while meeting strict SLA targets.

Qualifications

• Higher Nitec, Diploma or Bachelors degree in Engineering or a related technical discipline.
• Minimum 24 years of customer service or hands-on Technical Service experience.
• Experience with retail, contracting and building maintenance environments is preferred.

Responsibilities

• Execute end-to-end ticket resolutions to meet SLA targets.
• Collect technical data (photos, videos, chronology) for accurate diagnostics.
• Provide remote diagnostic guidance and on-site support when needed.
• Liaise with external service vendors to schedule on-site visits.
• Maintain real-time data logs in Salesforce and related systems.
• Manage warranty claims within SAP to ensure entitlement verification.

Skills

Analytical troubleshooting

Customer service orientation

Emotional intelligence

Salesforce CRM

Microsoft Office / Google Workspace

Education

Higher Nitec / Diploma / Bachelors in Engineering

Tools

Salesforce CRM

MS Office / Google Workspace

Job description

Asia Malaysia GROHE Malaysia Sdn, Bhd. Employee Assignment Not remote Full Time 30 September 2026

Role Objective

The Aftersales Technical Advisor is responsible for the day-to-day execution of technical support across all localized service channels (Retail, Commercial Projects, and Authorized Distribution Partners) across both Singapore and Malaysia. The primary focus is to deliver exceptional first-time resolutions, accurately analyze product complaints, maintain precise digital logs, and provide remote and on-site technical support to ensure complete customer satisfaction.

Key Responsibilities / Duties & Responsibilities

Service Operations & Daily SLA Execution

• End-to-End Case Resolution: Execute standard operating procedures discipline for incoming ticket resolutions to meet strict SLA targets (Response & Resolution Time).
• Intake & Technical Analysis: Collect comprehensive technical data (photos, videos, chronology) from customers to diagnose root causes accurately.
• Remote Solution Architecture: Formulate step-by-step troubleshooting guidelines and provide remote diagnostic guidance/product education as the priority first step to optimize resolution speed.
• Vendor Coordination & Scheduling: Liaise and coordinate directly with authorized external service vendors to efficiently schedule and assign on-site service visits for complex cases.
• On-Site Technical Support: Conduct field visits or site inspections if required

Digital Discipline & Process Compliance

• Real-Time Data Integrity: Maintain 100% data accuracy by documenting all service stages, customer communications, and technical findings in real-time.
• Digital Tool Adoption: Actively utilize company digital service platforms, including Salesforce Desktop, Field Service Lightning App, and Partner Portals.
• Warranty Claim Management (SAP): Process, validate, and manage warranty claims directly within the digital platforms, ensuring accurate entitlement verification and data mapping for all resolved cases.

Technical Quality & Customer Interaction

• First-Time Fix Optimization: Guarantee that all individual technical interventions yield a permanent, complete fix to eliminate recurring complaints and minimize zero re-work.
• Customer Feedback Collection: Actively prompt and capture customer satisfaction (CSAT) scores and feedback immediately following a post-resolution task.
• Preventive Client Education: Provide clear, professional preventive education to retail consumers, contractors, and building management regarding proper product maintenance and usage.

Parts Alignment & Feedback Loop

• Spare Parts Deployment: Request, track, and mobilize the correct mandatory spare parts from the warehouse required for case completion.
• Technical Quality Reporting: Identify and flag recurring product failures or design defects, feeding accurate field details to the Technical Lead to assist with the R&D and Manufacturing feedback loop.

Key Performance Indicators (KPIs)

• Technical SLA Achievement: % of tickets resolved successfully within the standard timeline (On-time Resolution).
• Technical CSAT: Customer Satisfaction Score specific to technical capability and solution quality.
• First-Time Fix Rate / Zero Re-work: % of complaints permanently resolved in a single intervention.
• Data Accuracy & Log Compliance: 100% real-time updating and complete reporting of customer cases via Salesforce.

Education

Job Qualifications and Requirements

Higher Nitec, Diploma or Bachelor’s degree in Engineering (Mechanical, Electrical, Civil, Industrial) or a related technical discipline.

Experience

• Minimum of 2–4 years of customer service experience or hands-on experience in Technical Service, Field Engineering, or Equipment Troubleshooting within a fast-paced environment.
• Experience interacting with retail consumers, main contractors, and commercial building maintenance teams

Skills

• Ontime (Service Completion): Strong analytical troubleshooting skills, proactive resource planning for parts, and high task ownership.
• Navigating (Customer Interactions): High emotional intelligence for problem-solving, structured technical report writing, and clear, empathetic stakeholder education.
• Software Proficiency: Hands-on experience or high proficiency in CRM tools (Salesforce) and Microsoft Office / Google Workspace.

Work Conditions

Aftersales Office