G - Service Technician(Home Appliances)

OTT CREATION MARKETING; Ipoh; On-site; MYR 24,000 - 36,000; Full time

Job summary

OTT CREATION MARKETING is seeking a field service technician to diagnose faults, perform repairs, maintenance, and cleaning at customer sites in Ipoh. You will conduct inspections, tests, and technical assessments, then implement corrective actions and escalate complex issues when needed.

You will manage appointments, meet productivity targets, document all findings, and maintain high workmanship standards while ensuring safety and compliance. Local travel to client sites is expected.

Qualifications

• Experience in field service diagnostics and fault isolation.
• Ability to perform effective troubleshooting across product categories.
• Strong communication to explain findings and actions to customers.

Responsibilities

• Diagnose product faults accurately using approved troubleshooting methods, tools, and procedures.
• Identify the root cause of equipment failures, technical issues, and performance problems.
• Conduct product inspections, testing, and technical assessments.
• Recommend appropriate repair or corrective actions based on diagnostic findings.
• Perform troubleshooting across assigned product categories and maintain up-to-date technical knowledge.
• Escalate complex or unresolved technical issues to the relevant supervisor or technical team.
• Provide feedback on recurring technical issues to support product and service improvement.
• Perform repairs in accordance with SOPs and manufacturer specifications.
• Replace defective parts and components accurately and safely.
• Conduct functional and performance testing after every repair.
• Ensure products are fully operational before completing service jobs.
• Carry out preventive maintenance and scheduled servicing as required.
• Attend customer premises to perform scheduled cleaning and maintenance services.
• Explain service findings, completed work, and relevant recommendations to customers when required.
• Maintain a high standard of workmanship across all repair, maintenance, and cleaning activities.
• Complete all assigned jobs within the stipulated SLA.
• Record accurate diagnosis findings, repair details, and service recommendations.
• Update job status and service information in the company’s system according to SOP.
• Submit service reports, repair photographs, and supporting documentation within the required timeframe.
• Maintain accurate records of parts usage and service activities.
• Ensure all service records are complete, accurate, and traceable.
• Ensure proper documentation for warranty-related repairs and replacement parts.
• Manage and safeguard assigned spare parts, tools, and service equipment.
• Ensure proper handling, storage, transportation, and usage of spare parts.
• Maintain accurate records of spare parts issued, used, returned, or replaced.
• Return unused, defective, or warranty parts in accordance with company procedures.
• Conduct regular checks of assigned inventory and report discrepancies promptly.
• Prevent loss, damage, misuse, or unnecessary wastage of company assets.
• Represent the company professionally at all customer premises and service locations.
• Communicate technical findings, repair solutions, and service recommendations clearly and professionally.
• Explain proper product operation, usage, care, and maintenance to customers when required.
• Respond to customer questions and concerns courteously and professionally.
• Ensure customers understand the work completed and the outcome of the service.
• Maintain a positive customer experience throughout the service process.
• Handle customer information and company information responsibly and confidentially.
• Maintain professional appearance, conduct, and service standards at all times.
• Follow all company safety policies, service procedures, and technical guidelines.
• Use tools, equipment, and personal protective equipment (PPE) appropriately.
• Ensure all repair and servicing activities are carried out safely and responsibly.
• Comply with company policies, manufacturer requirements, and applicable regulations.
• Immediately report safety hazards, equipment damage, accidents, or other incidents to the supervisor.
• Key Performance Areas include service productivity, first-time fix rate, SLA compliance, documentation accuracy, spare parts, and safety compliance.

Skills

Diagnostics

Troubleshooting

Repair & maintenance

Customer service

Safety compliance

Job description

1. Technical Diagnosis & Troubleshooting

• Diagnose product faults accurately using approved troubleshooting methods, tools, and procedures.
• Identify the root cause of equipment failures, technical issues, and performance problems.
• Conduct product inspections, testing, and technical assessments.
• Recommend appropriate repair or corrective actions based on diagnostic findings.
• Perform troubleshooting across assigned product categories and maintain up-to-date technical knowledge.
• Escalate complex or unresolved technical issues to the relevant supervisor or technical team.
• Provide feedback on recurring technical issues to support product and service improvement.

2. Repair, Maintenance & Cleaning Services

• Perform repairs in accordance with company SOPs, service standards, and manufacturer specifications.
• Replace defective parts and components accurately and safely.
• Conduct functional and performance testing after every repair.
• Ensure products are fully operational before completing and closing service jobs.
• Carry out preventive maintenance and scheduled servicing as required.
• Attend customer premises to perform scheduled cleaning and maintenance services.
• Conduct cleaning services professionally and according to established procedures.
• Explain service findings, completed work, and relevant recommendations to customers when required.
• Maintain a high standard of workmanship across all repair, maintenance, and cleaning activities.
• Complete all assigned jobs within the stipulated service level agreement (SLA).

3. Service Productivity & Appointment Management

• Attend assigned service appointments according to the scheduled date and time.
• Handle repair, troubleshooting, warranty, preventive maintenance, and cleaning appointments efficiently.
• Achieve daily and monthly service productivity targets set by the company.
• Plan and manage daily service schedules and workload effectively.
• Minimize job carry-forward, outstanding cases, and service backlogs.
• Complete assigned jobs within the required turnaround time without compromising service quality.
• Promptly inform the supervisor of potential delays, technical difficulties, or scheduling issues.
• Minimize unnecessary postponement, cancellation, or rescheduling of appointments.
• Ensure assigned appointments are attended as scheduled whenever reasonably possible.

4. Service Documentation & Reporting

• Record accurate diagnosis findings, repair details, parts replaced, and service recommendations.
• Update job status and service information in the company’s system according to SOP.
• Submit service reports, repair photographs, and supporting documentation within the required timeframe.
• Maintain accurate records of parts usage and service activities.
• Ensure all service records are complete, accurate, and traceable.
• Ensure proper documentation for warranty-related repairs and replacement parts.

5. Spare Parts & Inventory Management

• Manage and safeguard assigned spare parts, tools, and service equipment.
• Ensure proper handling, storage, transportation, and usage of spare parts.
• Maintain accurate records of spare parts issued, used, returned, or replaced.
• Return unused, defective, or warranty parts in accordance with company procedures.
• Conduct regular checks of assigned inventory and report discrepancies promptly.
• Prevent loss, damage, misuse, or unnecessary wastage of company assets.

6. Customer Service & Professional Conduct

• Represent the company professionally at all customer premises and service locations.
• Communicate technical findings, repair solutions, and service recommendations clearly and professionally.
• Explain proper product operation, usage, care, and maintenance to customers when required.
• Respond to customer questions and concerns courteously and professionally.
• Ensure customers understand the work completed and the outcome of the service.
• Maintain a positive customer experience throughout the service process.
• Handle customer information and company information responsibly and confidentially.
• Maintain professional appearance, conduct, and service standards at all times.

7. Safety & Compliance

• Follow all company safety policies, service procedures, and technical guidelines.
• Use tools, equipment, and personal protective equipment (PPE) appropriately.
• Ensure all repair and servicing activities are carried out safely and responsibly.
• Comply with company policies, manufacturer requirements, and applicable regulations.
• Immediately report safety hazards, equipment damage, accidents, or other incidents to the supervisor.

Key Performance Areas

• Service productivity and appointment fulfilment
• First‑time fix rate and repair quality
• SLA and turnaround time compliance
• Accuracy and timeliness of service documentation
• Spare parts and inventory accuracy
• Compliance with service, safety, and company procedures

To facilitate the process, please ensure the following details are included in your resume:

Current Address / Location

Reason for Leaving

Notice Period

WhatsApp: [phone]

Kindly note that only shortlisted candidates will be notified.