Technical Support Executive

Neuropower (M) Sdn Bhd; Selangor; Remote; MYR 100,000 - 150,000; Full time

Job summary

A leading company in the UPS industry seeks a Technical Support Executive for an in-house position in Selangor, Malaysia. The role focuses on excellent client management, troubleshooting, and compliance with technical processes. The successful candidate will maintain service logs and assist with inventory management while providing timely support to clients. With a dynamic work environment, applicants should possess the ability to adapt, problem-solve, and provide high-quality customer service.

Qualifications

• At least a diploma or degree in engineering or equivalent field.
• 1-3 years of working experience in UPS industry preferred, fresh graduates welcome.
• Fluent in English and Bahasa Malaysia; knowledge of other languages is a plus.

Responsibilities

• Provide remote assistance and troubleshoot product-related problems.
• Document and maintain service logs, failure reports, and customer feedback.
• Ensure compliance with service SLAs and assist in audits and documentation.

Skills

Client Management

Troubleshooting

Documentation

Inventory Management

Customer Service

Adaptability

Problem Solving

Education

Diploma in Engineering (Electrical/Electronic or Mechatronic/Electromechanical)

Bachelor's Degree

Job description

Conduct excellent client management by providing support to customers at multiple level (distributors, partners, reseller &, end users)

Provide remote assistance and troubleshooting for product related problems.

Respond promptly to incident, investigate & provide temporary &/or permanent resolution of incidents escalated. Provide timely status updates to relevant parties.

Perform service request related to client platforms.

Monitor the agreed service level, document & maintain the configuration of the systems; provide regular reporting to relevant parties.

Conducts basic probing to determine the next action to customer’s enquiries.

Processes and manages orders or cases via support systems and portals.

Administration:

1. Documentation & Reporting

Maintaining service logs, failure reports, and customer feedback.

Updating firmware/software inventory and technical manuals.

Generating periodic service reports and technical summaries.

Generate service-related documents.

Generate reports from system as and when required.

2. Asset & Inventory Management

Tracking UPS units, spare parts, and tools.

Maintaining calibration and service schedules for equipment.

3. Technical Process Compliance

Ensuring compliance with service SLAs, safety standards, and ISO procedures.

Assisting in audits and documentation reviews.

4. Support for Project Execution

Preparing technical documentation for new installations or upgrades.

Coordinating technical requirements between clients, vendors, and internal teams.

5. System Management

Manage technical scheduling in system.

Manage system dashboard and activities.

Requirements:

Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Engineering (Electrical/Electronic), Engineering (Mechatronic/Electromechanical) or any other equivalent field.

At least 1 to 3 year(s) of working experience in UPS industry is required for this position although fresh graduates are welcome to apply

Required language(s): English and Bahasa Malaysia. Well verse in other languages is an added advantage

This is a fully in-house position, no on-site service is required

Applicants must be willing to work overtime, on-call 24/7 on rotation basis within the team

Ability to adapt and perform well in a highly dynamic and rapidly changing environment

Outside-the-box thinker, strategist, problem solver, opportunity seeker, team player

Below are some websites to learn more about Neuropower Malaysia:

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Your application will include the following questions:

What's your expected monthly basic salary? Which of the following types of qualifications do you have? Which of the following languages are you fluent in? How many years' experience do you have as a Technical Support Role? Do you have technical support experience? How much notice are you required to give your current employer? Do you have experience with inventory management? Do you have customer service experience?

What can I earn as a Technical Support Executive