Senior Technical Trainer (Home Appliances/electrical Engineering)

1. Develop training plan for VN CS

• To improve overall CS product knowledge, technical troubleshooting, field technician and workshop repair skill

• To share technical/product experience within CS team

• To impart new knowledge to all related functions on new products

• Update service functions on any new technical information from factory

• Compile and maintain complete training records for VN CS

2. Ensure technical knowledge is collated, feedback and analysed

• Support Field service (in house and Service Partner) technicians on difficult repair cases

• Support technical/product complaint customers and attend to VIP or urgent jobs as required

• Support Regional and HQ product and technical teams in any factory / product issues

• Manage Critical To Safety processes and share handling experiences to related CS functions

3. BSH Sales Business support

• Support Project Sales for Site inspection and installation support

• Support Retail Sales for end customer case and kitchen dealers.

4. BSH Call Centre Support

• Support customer enquiries, complaints and technical training for call agents.

• Provide simplified troubleshooting notes to help call agent troubleshoot over the phone.

5. Regularly monitor/audit field technician, workshop technician, Call center, CS and any customer facing functions status based on troubleshooting, diagnosis, repair skill, service attitude, site challenge and etc. and report to Field Service Manager and CS Manager

6. In charge of implementation and roll-out of new technology/systems for VN CS.

7. Adhere to all Company processes, procedures, policies and standards.

• Education

Diploma / Degree in Education, Business, Electrical/Mechanical/Electronic Engineering or related

• Experience

Technical support or training experience of 5 years and above, preferably in similar industries

Hands-on experiencse with repairs of Home Appliances an advantage

Understanding of retail sales, appliance, and field services highly desired

Positive attitude, Consumer-centricity mindset, ability to provide excellent customer service

Exceptional communication, organizational skills, and adaptability

Able to collaborate with multiple internal stakeholders at all levels

• Specific knowledge

Microsoft application (Powerpoint, Excel, Word)