Product Documentation & Technical Support Executive
Consumer & Customer Care
Full Time

Role Objectives (Reason of existence)

To support Major appliance products and Small appliance with after-sales / spare parts services, technical training and technical support to sales companies in East Asia, South Korea , Japan, Hong Kong , International sale and the distributors in EA region.


Total involvement in :
1. Liaising with Product development team in driving the process in ensuring product service ability.
2. Liaising with Quality engineers, R&D,Product development , suppliers and other after-sales functions in driving the process in ensuring spare parts availability & continuity in conjunction with product phase-in / phase-out timing,
3. Product Technical documentation preparation process,
4. Identifying other sources and / or alternative parts in facilitating common usage and reducing duplicated inventory holding of parts that are compatible,
5. To assist Quality Engineers with technical support to sales companies where necessary.
6. To assist sale companies and after sale service with technical support where necessary.
7. Manage and planning- Two direct reports supporting various product categories.

Key Operational Responsibilities (Identification of job content in terms of outputs)

- To Participate in product development on spare parts requirement & serviceability
- To assist in the full preparation of technical documentation –define spare part list draw up exploded view diagram, upload / publish the documents on system.
- To liaise with spare parts planner and recommend parts Part Type  support  the IP process (IP  = Initial Purchase ) for spare parts on Group and OEM suppliers
- To liaise with spare parts planner to drive and recommends consumption parts by Product technical support LTB  process-  (LTB  = Last-time-buy ) for spare parts with Group and OEM suppliers, to continue serviceability of products at End-of-life where continuity of supply is at risk or will be stopped,
- To help identify and confirm suitability of substitutable / compatible parts where a specific part may stop production,
- Provide technical support on new spare parts, Spare part replacement.
- Provide technical support to Spare part demand flow team and Aftersales service of each country for setup.
- To track & maintain ECN, service bulletin, relationship on part replacement and consultation with Quality team and factory.
- To liaise with Product development team including R&D to secure knowledge material for conducting technical training and service manual.
- To create or advise new service tool or solution for improve service level
- Provide Product Technical support on quality issue and /or conduct verification in case of dubious / unidentified parts or suspected epidemic failure feedback from the field.
- Provide support to operations team on product training knowledge.
- To provide support to sales or marketing team to share technical knowledge as requested.

Minimum Qualification

Required Profile (Experience on the job, Career experiences, Overall experiences) 

- 5 years technical experience in repairs & servicing of appliances,
- some warehousing and spare parts picking experience preferred,
- Oral and written knowledge of English, Chinese / Mandarin is highly preferable.
- Good computer skills ( Excel / Access, Pdf, PowerPoint , Word )
- Experience in White Goods or Durable Goods industry preferred

Technical Competencies

- Diploma or Certificate in Electrical or Electronic Engineering
- Oral and written knowledge of English, Chinese / Mandarin is highly preferable.
- Good computer skills ( Excel / Access, Pdf, PowerPoint , Word )

Overall Competencies

- Strong, trustworthy team-player – able to work well with various functions in the organization
- Results driven & quick learner,
- Eye for details.

Soft Competencies

- Ability to communicate well with suppliers and across functions,
- Strong co-operation and team playing approach,

Key Interfaces (Internal / external)

- sales companies, service technicians, quality engineers, R&D, suppliers, planners, warehouse operation.


Direct report to the Regional Customer Service Manager for East Asia.