Assistant Technical Aircon Manager (Post sales) (2years Contract)

Samsung Electronics America; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading electronics company is seeking an AC Tech Support Expert to provide technical product knowledge and support for air conditioning systems. The role involves troubleshooting, training, and ensuring high product quality by collaborating with various teams. Candidates should have a diploma in engineering and at least 5 years of experience in a technical service role, preferably with HVAC knowledge.

Qualifications

• Minimum of 5 years' experience in a service role within a technical/mechanical environment.
• Ability to improve processes based on field requests.
• Experience working in complex matrix and international environments.

Responsibilities

• Provide technical support for air conditioning products and control systems.
• Handle incoming enquiries requesting technical support.
• Develop and implement control solutions for optimal performance.

Skills

Technical support

HVAC knowledge

Communication skills

Problem-solving

Education

Diploma in engineering or related discipline

Job description

Position Summary

As an AC Tech Support Expert, he/she will be responsible for providing technical product knowledge and support for air conditioning products and control systems for the Singapore market. He/she will assist the Technical Support Engineer to provide in-depth analysis of product and installation failure, and solutions to ease such situation, instantly and systemically. In this role, he/she will have to work closely with our Customer Service team in Singapore, and the regional technical teams located in Singapore and South Korea.

Responsibilities

• Technical support to solve (structural) issues for air conditioning products or control systems.
• Provide technical training to our internal teams and/or external installers.
• Handling incoming enquires (calls / emails) requesting for technical support (service / maintenance)
• Align the training planning with the sales objectives and new product launching.
• Develop and implement control solutions, ensuring optimal performance and reliability.
• Provide technical support and maintenance services for existing systems, addressing issues promptly and efficiently.
• Work closely with Service Department/Partner to follow-up on service enquiries.
• Ensure a high level of product quality by continuous monitoring and setting up early warning systems related to quality issues of products, installation, commissioning, or maintenance.
• Define and execute improvement plans to ensure our high level of product quality.
• Organise monthly quality follow-up meetings.
• Support installers and partners on operational activities, including providing guidance on installations or on-site technical support.
• Collect ‘Voice Of Customer’ product and service improvements for air conditioners & controls systems and share with our Product Management department.

Qualifications

• A minimum of a Diploma in engineering or related discipline; in air conditioning or refrigeration preferred
• Minimum of 5 years’ experience in a service role within a technical/mechanical building engineering environment with preferably HVAC knowledge
• Be able to improve established processes based on requests from the field.
• Good time management skills to ensure timely follow-up of enquiries or issues.
• Someone who is used to working within complex matrix and international environments.
• Be able to take responsibility for his/her actions and knows how to enthuse team colleagues.
• Good communication skills are a necessity towards Head Quarter in South Korea and the local country organizations.
• As a person, he/she must be empathetic, service-oriented, customer centric, a real problem solver, confident, creative, and a strong representative of the technical team within the internal organization and towards the external contact persons.