Senior Technician Trainer (Field Service Engineer - Electricity)

Key Responsibilities
1. Develop Training Plans for Vietnam Customer Service (25%)
- Improve overall product knowledge, technical troubleshooting capabilities, field technician competencies, and workshop repair skills.
- Share technical and product knowledge within the Customer Service team.
- Deliver training on new products and technologies.
- Update service teams on technical information received from factories.
- Compile and maintain training records for Vietnam Customer Service.
2. Ensure Technical Knowledge is Collected, Shared, and Analyzed (30%)
- Support field service technicians and service partners with complex repair cases.
- Support customer complaints, product issues, VIP customers, and urgent service requests.
- Collaborate with Regional and Headquarters Product & Technical teams regarding product issues.
- Manage Critical-To-Safety (CTS) processes and share learnings with relevant Customer Service functions.
3. Support Sales Business Activities (10%)
- Support Project Sales through site inspections and installation assessments.
- Provide technical support to Retail Sales teams, kitchen dealers, and end customers.
4. Support Call Centre Operations (10%)
- Provide technical training and support for call centre agents.
- Develop simplified troubleshooting guides to help agents resolve customer issues over the phone.
5. Monitor and Audit Service Performance (15%)
- Regularly monitor and audit field technicians, workshop technicians, call centre agents, customer service teams, and customer-facing functions.
- Assess troubleshooting capability, diagnosis accuracy, repair quality, service attitude, and onsite challenges.
- Provide feedback and reports to the Field Service Manager and Customer Service Manager.
6. Support New Technology & System Implementation (5%)
Lead and support the implementation and rollout of new technologies and systems for Vietnam Customer Service operations.
7. Compliance (5%)
Ensure compliance with all company processes, procedures, policies, and standards.