Job Description

About the role:

She/he is responsible for conducting cross referencing of customer\'s (internal/external) enquiry to RS product range and recommend alternatives with RS inhouse brand (RS Pro) or other brands as Primary scope.
She/he is responsible for assisting customers on technical matters, by providing explanations and solutions via email as Secondary scope (support in absent of Application Engineer)

Key Responsiblities:

Primary Scope

• Handle professionally via emails from internal/external customer\'s.
• Recommend RS products - including cross-referencing, both to our sales team and directly to customers.
• Work with cross referencing software tool, maintain its database with new products or updated information, and other tasks to increase the effectiveness of the tool.
• Complete the X-Ref with quality, high offer rate and fast turnaround time.
• Achieve objectives of the team set by the team leader.
• Assigned Primary, Secondary and Tertiary support coverage. Once complete Primary support coverage of the market and move into Secondary and Tertiary support coverage market.
• Follow working hours and public holiday for Primary market served

Secondary Scope only act as backup in absent of Application Engineer

• Only handle professionally via emails from internal/external customer\'s.
• Assisting customers on technical matters, by providing explanations, solutions and recommendations on RS product range and alternatives (RS Pro or other brands).
• Investigate into customer\'s complaints and rectify the problems, by recommending the necessary actions to prevent recurrence.
• Involved in the technical verification of RS returned and replacement products and apply corrective measures and processes.
• Liaise with UK Technical Support and/or Products support groups, for replacement and repairs requirement.
• Liaise/support inter-department requirements to increase service level to our customers (e.g. offer/recommendation of correct products).
• Continue to improve and enhance our technical support to customers.
• Liaise with Product Investigation Team about the actual product conditions stocked in warehouse. These include wrong in packaging, short in packaging, mixed stocks, parts or accessories included in the package, product date/label/nameplate, etc.

Requirements:

• Diploma or Engineering Degree in Electronics, Electrical or Mechanical.
• Min of 2 years of strong Electronics & Industrial experience in Electronics, Industrial or distribution type of business or relevant with RS industry with proven track record of achievements.
• Good application knowledge in electrical / mechanical components and Test & Measurement equipment.
• People management experience is not required, but able to work and contribute well to a team.
• Strong communication skill, able to communicate confidently and effectively.
• Being independent, self-motivated, and able to work with minimal supervision.
• Fluent in English and Mandarin both written and conversational.
• Experience working with customers is an advantage.

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RS Group