Focus Global is dedicated to bringing the world’s top global brands to Southeast Asian homes. We take pride in being a true marketing company by employing extensive marketing tools and by investing and experimenting in new technology to help us regularly rethink and re-imagine the consumer retail experience. We promote a culture of growth, creativity, and excellence through our brands and through our people.
Key Responsibilities:
1. Provide onsite or online technical support to field technicians and customer service team
2. Review service reports and schedule follow up calls if necessary
3. Ensure timely response to clients’ requests and complaints via telephone or email
4. Identify key product and service issues and escalate to the Service Manager or to brand principals if necessary.
5. Establish and monitor KPIs: First call resolution, backjobs, average response time, average resolution time, etc.
6. Ensure continuous learning and training of field service technicians and installers
7. Enforce discipline and proper work ethics and practices among field technicians and installers
8. Ensure all work-related equipment and tools are utilized and maintained in a safe and responsible manner.
9. Ensure all work-related tasks are performed in compliance with Focus Global guidelines and appropriate Health & Safety measures.
Experience in the following areas:
Electrical or Mechanical Engineering and technical background
Supervisory experience in a similar product category (major home appliances)
Prior experience managing complex projects with sizable teams
Strong written and verbal communication skills
Able to multitask, set priorities and manage time effectively