Technical Support Engineer

1. Technical Training
- Support preparation & organization of technical training activities for distributors, dealers, electricians, partners & internal members.
- Conduct product introduction & basic technical sharing sessions.
- Support marketing team in electrician & student engagement activities, technical workshops & community content regarding ECM products.
2. Technical Support & Consultation
- Support S&M team in handling technical inquiries from customers & partners.
- Provide basic technical consultation related to product applications, installation & troubleshooting.
- Support onsite checking & field support activities when necessary.
- Coordinate with factory & related teams for technical clarification when required.
3. Product Application & Documentation
- Study & update technical knowledge for existing & future product categories including:
. Wiring Devices
. IoT products/ Smart Home solutions
. MCCB / ACB / Switchgear products
- Support preparation of technical documents, application references & product information database.
- Assist preparation activities before new product launching including technical materials & application study.
4. Warranty
- Receive, record & follow up product issues, technical complaints & warranty-related cases from customers and partners.
- Coordinate with factories and related departments to investigate issues and provide proper corrective actions or warranty solutions.
- Provide warranty results, technical feedback and after-sales support to ensure customer satisfaction and service quality.
5. Anti-Counterfeit Activities Operation
- Support & coordinate with distributors in investigation & anti-counterfeit activities related to fake products in the market.
- Verify & collect information related to counterfeit products for coordination with internal departments & related investigation activities.
- Monitoring & reporting of counterfeit product cases when required.
Report to: Direct Manager