Service & Training Engineer
CÔNG TY TNHH SẢN PHẨM TIÊU DÙNG TOSHIBA VIỆT NAM
Job Description
Summary:
Responsible for providing technical training and support to Dealer/ASP installers, improving service efficiency, and enhancing product quality through data analysis and collaboration with factory engineers to improve product quality.
Responsibilities
1. Training & Capability Development
- Plan and conduct technical training programs for Dealer and ASP installers.
- Training topics include installation, maintenance, filter replacement, and troubleshooting of water purifier products.
- Develop training materials, technical guidelines, and SOPs.
- Achieve the target of training.
2. Technical Support & Service Efficiency
- Provide technical support to ASPs and dealers for installation, maintenance, and troubleshooting.
- Work closely with the ASP and Technical team to improve Failue Call Ratio.
- Ensure technical response time within 2 hours.
3. Complaint Handling & FOC Support
- Support the resolution of technical complaints from the market.
- Coordinate with the Call Center to manage FOC (Fix on Call) cases in accordance with company policies.
4. Data Analysis & Product Improvement
- Collect and analyze field failure and warranty data.
- Prepare reports on failure trends and recommend improvement actions.
- Work directly with factory engineers to conduct root cause analysis and drive product quality improvements.