Service Technical Senior Executive (TA)

Sharp Electronics (M) Sdn Bhd; Shah Alam; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading consumer electronics company in Shah Alam is seeking a Technical Executive responsible for providing expert-level technical support to customers, conducting thorough diagnoses of issues, and developing product knowledge. The ideal candidate will have strong customer service experience and the ability to deliver technical training to teams. This role is vital in ensuring customer satisfaction and optimizing product performance.

Qualifications

• Experience in customer support or call centre operations is essential.
• Ability to handle technical inquiries and provide effective solutions.
• Fluency in multiple languages is a plus.

Responsibilities

• Provide expert-level technical support to customers.
• Conduct thorough diagnosis of technical issues.
• Engage with customers to understand their technical needs.
• Develop and deliver technical training for internal teams.

Skills

Technical support expertise

Customer service experience

Problem-solving

Remote troubleshooting

Job description

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Responsibilities

• Provide expert-level technical support to customers, resolving complex technical issues and inquiries.
• Serve as a point of contact for escalated technical matters from customer support teams.
• Conduct thorough diagnosis of technical issues reported by customers or internal teams.
• Analyze problems, identify root causes, and propose effective solutions.
• Attend on-site support, when the problem needs further investigation and study.

Customer Interaction & Remote Assistance

• Engage with customers to understand their technical needs, challenges, and requirements.
• Offer clear and concise explanations of technical solutions and recommendations.
• Provide remote technical assistance to customers when on-site visits are not feasible.
• Utilize remote access tools to troubleshoot and resolve technical issues and reduce No‑defect‑found (NDF) issues.

Product Knowledge & Technical Training

• Develop and maintain an in-depth understanding of the company's products, features, and services & become Product Champions.
• Stay updated on product updates, technical specifications, and industry trends.
• Develop and deliver technical training programs for internal teams, including customer support and field service technicians.
• Create training materials and documentation to enhance technical knowledge.
• Build product diagnose script and align/guide Call centre on the diagnose FAQ.

Target KPI

• 100% nationwide job completion within 7 working days.
• NDF: <35% vs True case.

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Application questions

• Have you worked in a call centre before?
• Which of the following types of qualifications do you have?
• Do you have customer service experience?
• Which of the following statements best describes your right to work in Malaysia?
• How many years' experience do you have as a Technical Executive?
• What's your expected monthly basic salary?
• Which of the following languages are you fluent in?

Consumer Electronics Manufacturing 101-1,000 employees

SHARP ELECTRONICS (MALAYSIA) SDN BHD functions as a designated research and development centre, service technical centre, focusing on the areas of consumer electronics appliances, product engineering, Asia design centre global parts & components procurement, disctribution of service parts for Sharp's manufacturing bases and sales and services of SHARP products

The people who work well in our organization are those who value the importance of providing excellent service to ensure customer satisfaction in the field of R&D and sales / marketing.

What can I earn as a Technical Executive