Tech Support Engineer

Job Description:

We are seeking a highly skilled and motivated Technical Solutions Specialist to join our team. As a Technical

Solutions Specialist, you will be responsible for providing technical troubleshooting support, resolving IoT

issues for our customers on priority, leading technical training sessions for both internal and external teams,

conducting data analysis, and developing standard operating procedures (SOPs). Additionally, you will

contribute to new product development initiatives and utilize your expertise in MS Excel, PLM, CRM, MS

PowerPoint, and fluent English communication.

Key Responsibilities:

Quickly identify and resolve technical issues reported by customers, ensuring minimal disruption to their

operations.

Utilize your expertise in troubleshooting hardware, software, and network issues related to IoT smart

products.

Collaborate with Research & Development (R&D) and Quality Assurance (QA) teams to execute new product

development initiatives.

Conduct Root Cause Analysis (RCA) for persistent product issues.

Collaborate with the CFT to enhance products from design, production, and process standpoints based on

RCA findings.

Ensure alignment with project timelines and quality standards throughout the development process.

Prioritize and address IoT-related issues reported by customers, ensuring timely resolution and customer

satisfaction.

Maintain a high level of responsiveness and communication throughout the issue resolution process.

Develop SOPs, Contents and documents for updates and changes in product.

Conduct data analysis to derive insights and inform decision-making processes.

Utilize MS Excel and other analytical tools to analyse large datasets, identify trends, and recommend

actionable insights.

Develop and document standard operating procedures (SOPs) to streamline internal processes and ensure

consistency in operations.

Work closely with cross-functional teams to implement and maintain SOPs across the organization.

Skills Required

Diploma or bachelor’s degree in engineering, or related field.

Proven experience in technical troubleshooting, preferably in IoT or related technologies.

Strong proficiency in MS Excel for data analysis and reporting.

Experience with Product Lifecycle Management (PLM) and Customer Relationship Management (CRM)

systems.

Proficiency in MS PowerPoint for creating presentations and training materials.

Excellent written and verbal communication skills in English, with the ability to convey technical concepts to

diverse audiences.

Strong problem-solving skills and attention to detail.

Ability to work independently and collaboratively in a fast-paced environment.

Highly preferred background from Home Appliances/Ceiling Fan industry