Technical Service Supervisor (Kitchen Appliances)

🌟 About the Role 

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

• Provide onsite or online technical support to field technicians and customer service team 

• Review service reports and schedule follow up calls if necessary

• Ensure timely response to clients’ requests and complaints via telephone or email

• Identify key product and service issues and escalate to the Service Manager or to brand principals if necessary.

• Establish and monitor KPIs: First call resolution, backjobs, average response time, average resolution time, etc.

• Ensure continuous learning and training of field service technicians and installers

• Enforce discipline and proper work ethics and practices among field technicians and installers

• Ensure all work-related equipment and tools are utilized and maintained in a safe and responsible manner. 

• Ensure all work-related tasks are performed in compliance with Focus Global guidelines and appropriate Health & Safety measures.

🎯 Job Qualifications

• 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