Service Engineer (Hotline, Chatbox,...)

1. Technical consultation for field technicians (FTC - Chatbox)
• Receive requests from field technicians for technical advice.
• Find and resolve problems for field technicians.
2. Technical consulting for customers (Hotline channels)
• Receive calls from users, agents, Pro-shop, technicians, contractors... through the following means: phone, Zalo, email, web.....
• Technical advice on installation, product features, technical specifications... as well as explanation and support for simple troubleshooting (water leaks, error code check-remote, instructions on how to use the machine), cleaning the filter...) for customers.
3. Enhance technician skills:
• Coordinate with the Training Department to study and develop documents related to new features, new products and training of field technicians.
• Coordinate with the Human Resources Department to organize classes to improve soft skills and management skills for the Service Department
• Coordinate with the Product Marketing Department to organize new product introductions for the Service Department
• Organize classes to remind service skills: customer care, technical expertise, service policies... for groups of technicians with low-performance
• Periodically organize service skills competitions, find outstanding candidates to participate in regional and global competitions
4. Apply technology to technical support - Thinklet/Cloud Service, VRV Health Check,....
5. Support nationwide in handling difficult cases, repeated or never-before-seen errors (rare)...
6. Develop appropriate processes for performing services at the construction site.