Section Head – Customer Technical Service

Private Advertiser; Simpang Ampat; On-site; MYR 200,000 - 250,000; Full time

Job summary

A leading electronics company in Penang is seeking a Section Head for Customer Technical Service to lead technical support and ensure customer satisfaction in PCB/CCL products. The ideal candidate will have at least 2 years of experience in electronics manufacturing, strong analytical and problem-solving skills, and proficiency in Mandarin and English. Responsibilities include managing customer issues, conducting site visits, and coordinating with cross-functional teams for effective solutions. This role requires excellent communication and leadership capabilities and a commitment to continuous improvement.

Qualifications

• 2+ years experience in PCB, CCL, laminate, or electronics manufacturing.
• For Senior Role: 5+ years experience with team-leading responsibilities.
• Knowledge of PCB fabrication or CCL production processes preferred.

Responsibilities

• Lead the technical support team for PCB/CCL product issues.
• Manage customer complaints and root cause investigations.
• Ensure effective corrective and preventive actions.
• Facilitate cross-functional collaboration for issue resolution.
• Conduct customer on-site visits and technical audits.
• Prepare technical documents and reports for customers.
• Support product qualifications and sample evaluations.
• Maintain strong customer relationships and satisfaction.
• Drive continuous improvement initiatives for products.

Skills

Problem-solving tools (8D, RCA, FMEA, SPC, Ishikawa, 5 Why)

Analytical skills

Leadership capabilities

Communication skills

Technical writing skills

Team collaboration

Customer relationship management

English proficiency

Mandarin proficiency

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.

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.

Application Assessment Questions

• Which of the following statements best describes your right to work in Malaysia?
• What’s your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years’ experience do you have as a Head of Department?
• Which of the following languages are you fluent in?