Technical Service Specialist

Kohler Co.; Petaling Jaya; On-site; MYR 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Technical Service Specialist to enhance customer satisfaction through expert technical support and training. In this pivotal role, you will develop and oversee technical support initiatives, ensuring distributors and customers receive top-notch service for Kohler products. Your expertise will be crucial in providing training, troubleshooting, and product knowledge to both internal teams and external partners. Join a company that values innovation and offers a competitive rewards package, empowering you to grow your career while making a meaningful impact in the lives of customers. This is a fantastic opportunity for those passionate about technical service and customer engagement.

Benefits

Career growth opportunities

Diverse and inclusive workplace

Health and wellbeing support

Strong culture of innovation

Qualifications

• 5 years of experience in technical service and customer support.
• Bachelor's degree required, with strong communication skills.

Responsibilities

• Develop and monitor technical support plans and handle customer complaints.
• Train technicians and provide technical advice on Kohler products.

Skills

Technical Support

Customer Service

Communication Skills

Product Knowledge

Training Skills

Education

Bachelor Degree

Job description

Technical Service Specialist

BASIC FUNCTIONS

Develop and monitor the technical support plan and activities, and handle customer complaints.
Consult product technical knowledge for customers.
Provide product knowledge for sales colleagues, sales staff of distributors.
Train technicians of distributors about products installation and troubleshooting.

SPECIFIC RESPONSIBILITIES

Actively encourage, support, and manage distributors’ Kohler Technical Specialists (KTS) in providing after-sales service for Kohler products.
Provide technical advice on installation, operation, maintenance, and troubleshooting for Kohler products to consumers, developers, distributors, and Kohler associates.
Inspect Kohler products at distributor warehouses and consumer facilities; monitor the inventory of spare parts for both repair and sales.
Provide and consult warranty procedures to customers. Prepare claim statistics and follow up on replacement items.
Handle technical claims from key consumers and developers escalated from distributors or Call Center.
Collect any repair service charges and issue both sales and tax receipts.
Organize and deliver technical training and product knowledge to distributors and internal staff.
Provide feedback on product performance, suitability, and quality to drive improvement and new development of Kohler products.
Provide technical support to marketing and sales activities; jointly responsible for potential project sales activities with the sales team, will need to meet with potential customers and provide appropriate technical specifications/resolutions to the business if required.

RELATIONSHIPS AND CONTACTS

Report directly to Sr Technical Service Manager, K&B Asia Pacific.
Frequently meet with KTS.

Skills/Requirements

EDUCATION AND EXPERIENCE REQUIREMENTS

Bachelor Degree graduate with 5 years of experience in the technical service field.
Experience in Consumer Goods, Real Estate Business, and Building Materials is a plus.
Good communication in English and Chinese, as well as computer literacy.

Preferred to be based in Johor, based in KL is also accepted.
Frequent business trips between Malaysia and Singapore.

Why Choose Kohler?
We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we’re driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.

About Us
It is Kohler’s policy to recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact [e-mail]. Kohler Co. is an equal opportunity/affirmative action employer.