Job Description

Technical Service Representative - Mechanical and Digital

ASSA ABLOY is looking for a dynamic self motivated technical service representative to help support our large and growing mechanical and digital in field product base. The technical service representative role offers a wide range of daily exposure and requirements from customers site installations and call outs, to technical support, customer presentations, sample preparation and customer queries. Due to the security nature of our products this is a critical role that requires high levels of accountability, time management and communications skills. Experience in working with locksmiths door installers or digital door locks preffered

Responsibilities

• Providing fast, reliable and experienced customer service support and experience
• Ensuring customers receive the highest standard in technical support on all ASSA ABLOY products
• Client handovers and demonstrations of digital and mechanical offerings and training on use and maintenance of devices
• Diagnosing client problems, performing maintenance and finding solutions to resolve issues
• Diagnosing of issues and repair where possible. Order parts needed for repairs if needed
• Recording and reviewing all site call outs and calls for technical analysis of faults and monthly reports
• On site demonstrations and installation for projects
• Working with customers to resolve issues on site with clear documentation of all site calls.
• Resolving incoming telephone queries and first line tech support
• Responding to incoming email queries timeously
• Preparation of sample boards for projects team and sales staff
• Training of customers and staff when required on new offerings
• Completing new product evaluations and testing and contributing market findings to innovation committee
• Random checking of incoming stock for Quality control and analysis
• Examination of returned goods to determine if fault covered by warranty, ensuring repairs done and CN activated within 30 days. Ensuring customer and sales executive informed through whole process

Requirements

• Customer service orientated outlook and accountability on resolution of all issues
• Clear and courteous communications skills
• Ability to install, repair, service, test and troubleshoot digital and mechanical equipment
• Ability to work independently without supervision and manage own schedule and priorities
• Ability to work flexible hours
• Knowledge of digital and mechanical doors, locks and opening products advantageous
• Possess own transport with legal driving license and willing to travel regionally as required
• Prefered eductation or Diploma in Electrical/Electronic Engineering
• English, Mandarin, Bahasa Malaysia (Basic speaking and writing)
• Computer literacy - Working knowledge of Email, MS Word, Excel and PowerPoint a plus
• Positive attitude and high energy level

Key Deliverables

• Customers receive the highest standard in technical support on all products
• Ensuring Clear and courteous communication
• Measure of call outs and respective documentations
• 100% on time and in full response to customers
• All credit and technical issues resolved within maximum one week
• High Health and safety standards on all calls out and installations

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 51,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces - physical and virtual - safer, more secure, and easier to access.

As an employer, we value results - not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions - supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

Subang Jaya, MY, 47500

Customer Service & Contact Center Operations

11%-30%

Entry level

31-May-2022