Section Head – Customer Technical Service

Jobstreet Malaysia; Seberang Perai; On-site; MYR 80,000 - 100,000; Full time

Job summary

A technology firm based in Seberang Perai is looking for a Section Head in Customer Technical Service to lead a technical support team. Responsibilities include overseeing customer complaints, analyzing defects, and conducting audits to ensure quality service. Candidates should have a degree in Engineering and a minimum of 2 years of experience in PCB or related fields, with strong analytical and leadership skills. Proficiency in Mandarin and English is required for effective communication with clients.

Qualifications

• Minimum 2 years experience in PCB, CCL, laminate, or electronics manufacturing.
• More than 5 years relevant experience for Senior / Section Head role.
• Strong analytical, decision-making, and problem-solving capabilities.
• Excellent communication, leadership, and presentation skills.

Responsibilities

• Lead the technical support team in providing solutions to customers on PCB/CCL products.
• Oversee the handling of customer complaints and ensure timely investigations.
• Review and analyze defects and quality issues to implement corrective actions.
• Coordinate collaboration with R&D, Quality, and Production to resolve customer issues.
• Conduct customer on-site visits, technical audits, and troubleshooting activities.

Skills

8D

RCA

FMEA

SPC

Leadership

Communication

Problem-solving

Education

Degree in Engineering (Electrical, Electronics, Materials Science, Chemical, Mechanical)

Job description

Section Head – Customer Technical Service

Lead the technical support team in providing solutions to customers on PCB/CCL products, applications, and process-related issues.

Oversee the handling of customer complaints, ensuring timely root cause investigation and 8D report completion.

Review and analyze defects, quality issues, and failure modes; ensure effective corrective and preventive actions are implemented.

Coordinate cross-functional collaboration with R&D, Quality, Production, and other departments to resolve customer issues efficiently.

Conduct and oversee customer on-site visits, technical audits, and process troubleshooting activities.

Ensure the preparation of accurate technical documents, reports, and presentations for internal and customer use.

Support and manage new product qualifications, sample evaluations, and customer approval processes.

Build and maintain strong customer relationships, ensuring high satisfaction with technical support and service performance.

Lead continuous improvement initiatives to enhance product performance and customer experience.

Responsibilities

• Lead the technical support team in providing solutions to customers on PCB/CCL products, applications, and process-related issues.

• Oversee the handling of customer complaints, ensuring timely root cause investigation and 8D report completion.

• Review and analyze defects, quality issues, and failure modes; ensure effective corrective and preventive actions are implemented.

• Coordinate cross-functional collaboration with R&D, Quality, Production, and other departments to resolve customer issues efficiently.

• Conduct and oversee customer on-site visits, technical audits, and process troubleshooting activities.

• Ensure the preparation of accurate technical documents, reports, and presentations for internal and customer use.

• Support and manage new product qualifications, sample evaluations, and customer approval processes.

• Build and maintain strong customer relationships, ensuring high satisfaction with technical support and service performance.

• Lead continuous improvement initiatives to enhance product performance and customer experience.

Requirements

• Degree in Engineering (Electrical, Electronics, Materials Science, Chemical, Mechanical, or related fields).

• Minimum 2 years experience in PCB, CCL, laminate, or electronics manufacturing.

• For Senior / Section Head Role: More than 5 years relevant experience, including team-leading responsibilities.

• Strong knowledge and hands‑on experience with 8D, RCA, FMEA, SPC, Ishikawa, 5 Why, and other problem-solving tools.

• Strong analytical, decision-making, and problem-solving capabilities.

• Excellent communication, leadership, and presentation skills.

• Willingness to travel for customer visits when required.

• Knowledge of PCB fabrication or CCL production processes is an added advantage.

• Good verbal and written communication skills in Mandarin and English. Mandarin proficiency is required for effective communication with Mandarin-speaking clients.

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