Technical Support (Home Appliances)

Samsung Malaysia Electronics (SME) Sdn Bhd; Kuala Lumpur; On-site; MYR 33,000 - 56,000; Full time

Benefits offered by this job

Employee Purchase Program (EPP)

Flexible Working Hours

Parking Benefits

Gym Allowance

Mobile Phone Allowance

Subsidized Snacks and Drinks & Free-zy

Birthday Vouchers and Celebrations

Job summary

Samsung Malaysia Electronics (SME) Sdn Bhd is seeking an experienced after-sales technical support professional to provide comprehensive support for home appliances, HVAC, refrigeration, and related products in Kuala Lumpur. You will train engineers, audit service centers, and collaborate with HQ/R&D to improve reliability.

A 1-year renewable contract is offered. Ideal candidates hold a Diploma in a technical field with 3+ years in service or technical support and are willing to travel for field

Qualifications

• Diploma in Technical Certification, or equivalent qualification in Mechanical, Electrical, Refrigeration, HVAC, or related discipline.
• Minimum 3 years of experience in after-sales service, field service, technical support, or a related role.
• Familiarity with home appliances, HVAC systems, refrigeration equipment, or similar products.
• Strong troubleshooting, analytical, and problem-solving skills.
• Good communication, interpersonal, and customer service skills.
• Ability to work independently and manage multiple assignments effectively.
• Fast learner with a proactive attitude and strong willingness to acquire new technical knowledge.
• Computer literate with proficiency in Microsoft Excel and Microsoft Word applications.
• Possess own transport and be willing to travel for field visits, training, audits, and customer support.
• This position is offered on a 1-year renewable contract.

Responsibilities

• Provide technical support and after-sales service assistance to authorized service centers and service partners.
• Respond to technical inquiries promptly and follow up to ensure effective issue resolution.
• Troubleshoot product issues and provide repair guidance for HVAC, refrigeration, and home appliance products.
• Review spare parts requests and verify the correct parts required for repair and maintenance.
• Monitor repair quality, repeat repairs, and service turnaround time to identify improvement opportunities.
• Escalate product quality issues and collaborate with HQ/R&D teams for root cause analysis and corrective actions.
• Conduct technical training for service engineers on troubleshooting, repair procedures, disassembly, reassembly, and product updates.
• Conduct product knowledge training for Customer Contact Centre (CCC) agents on new product features, specifications, and key functions.
• Support new product launches by preparing technical documents, service guidelines, and training materials.
• Perform periodic audits of service centers, including assessments of technical capabilities, tools and equipment, service processes, and spare parts inventory.
• Conduct field visits to service centers and customer sites to provide technical support when required.
• Analyze field failure trends and recommend preventive actions to improve product reliability and service performance.
• Ensure proper refrigerant handling practices in compliance with safety and environmental regulations.
• Prepare service reports, audit reports, training materials, and other technical documentation.
• Collaborate with internal departments and external service partners to enhance service quality, operational efficiency, and customer satisfaction.

Skills

Troubleshooting

Analytical thinking

Problem-solving

Communication skills

Customer service

Independent work

Travel willingness

Education

Diploma in Technical Certification / related discipline

Tools

Microsoft Excel

Microsoft Word

Job description

Responsible for providing comprehensive after-sales technical support for home appliances, HVAC systems, air conditioners, refrigerators, refrigeration equipment, and related products. The role involves supporting service partners, troubleshooting technical issues, conducting training, monitoring service quality, and collaborating with internal teams to improve product performance and customer satisfaction.

Responsibilities

Provide technical support and after-sales service assistance to authorized service centers and service partners.

Respond to technical inquiries promptly and follow up to ensure effective issue resolution.

Troubleshoot product issues and provide repair guidance for HVAC, refrigeration, and home appliance products.

Review spare parts requests and verify the correct parts required for repair and maintenance.

Monitor repair quality, repeat repairs, and service turnaround time to identify improvement opportunities.

Escalate product quality issues and collaborate with HQ/R&D teams for root cause analysis and corrective actions.

Conduct technical training for service engineers on troubleshooting, repair procedures, disassembly, reassembly, and product updates.

Conduct product knowledge training for Customer Contact Centre (CCC) agents on new product features, specifications, and key functions.

Support new product launches by preparing technical documents, service guidelines, and training materials.

Perform periodic audits of service centers, including assessments of technical capabilities, tools and equipment, service processes, and spare parts inventory.

Conduct field visits to service centers and customer sites to provide technical support when required.

Analyze field failure trends and recommend preventive actions to improve product reliability and service performance.

Ensure proper refrigerant handling practices in compliance with safety and environmental regulations.

Prepare service reports, audit reports, training materials, and other technical documentation.

Collaborate with internal departments and external service partners to enhance service quality, operational efficiency, and customer satisfaction.

Requirements

Diploma in Technical Certification, or equivalent qualification in Mechanical, Electrical, Refrigeration, HVAC, or a related discipline.

Minimum 3 years of experience in after-sales service, field service, technical support, or a related role.

Familiarity with home appliances, HVAC systems, refrigeration equipment, or similar products.

Strong troubleshooting, analytical, and problem-solving skills.

Good communication, interpersonal, and customer service skills.

Ability to work independently and manage multiple assignments effectively.

Fast learner with a proactive attitude and strong willingness to acquire new technical knowledge.

Computer literate with proficiency in Microsoft Excel and Microsoft Word applications.

Possess own transport and be willing to travel for field visits, training, audits, and customer support.

This position is offered on a 1-year renewable contract.

Samsung Electronics is a global leader in technology and innovation, opening new possibilities for people everywhere. We are transforming the worlds of smartphones, TVs, wearable devices, tablets, digital appliances, network systems, medical devices, semiconductors, LED solutions and Internet of Things.

We have grown into one of the world's leading technology companies, and become recognized as one of the top 5 global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people who drive our growth.

Visit www.samsung.com/careers to learn more about career opportunities and join us as we Reimagine Your Future.

Samsung Electronics is a global leader in technology and innovation, opening new possibilities for people everywhere. We are transforming the worlds of smartphones, TVs, wearable devices, tablets, digital appliances, network systems, medical devices, semiconductors, LED solutions and Internet of Things.

We have grown into one of the world's leading technology companies, and become recognized as one of the top 5 global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people who drive our growth.

Visit www.samsung.com/careers to learn more about career opportunities and join us as we Reimagine Your Future.

Perks and benefits Employee Purchase Program (EPP) Flexible Working Hours Parking Benefits Gym Allowance Mobile Phone Allowance Subsidized Snacks and Drinks & Free Flow Coffee Birthday Vouchers and Celebrations Festive and Quarterly Department Celebration