Deskripsi Pekerjaan
Are you a seasoned technical professional with a passion for leadership and PCB innovation? Versatile Creation Sdn Bhd is seeking a dynamic Technical Support Team Lead to join our team in Simpang Ampat, Penang. In this pivotal role, you will lead a dedicated team of support engineers to resolve complex technical challenges, improve customer success metrics, and drive product excellence within the high-stakes manufacturing and electronics industry.
You will serve as the primary bridge between our technical internal teams and our global clientele, ensuring that our PCB solutions meet rigorous performance standards. We are looking for a forward-thinking leader who thrives in a collaborative environment and is committed to continuous process improvement and team mentorship. If you have the drive to innovate and the skills to lead, this is your opportunity to make a lasting impact in the global manufacturing sector.
Tanggung Jawab
- Lead, mentor, and supervise a team of technical support engineers to ensure high-performance delivery.
- Oversee the troubleshooting and resolution of complex technical issues related to PCB assembly and manufacturing solutions.
- Act as an escalation point for high-priority technical incidents, ensuring timely resolution and customer satisfaction.
- Develop and implement standardized support procedures and knowledge base documentation to increase operational efficiency.
- Collaborate with cross-functional departments, including R&D and quality assurance, to provide feedback on product performance and design improvements.
- Analyze support ticket trends to identify recurring issues and drive root-cause analysis.
- Conduct regular performance reviews and technical training sessions to upskill team members.
Kualifikasi
- Bachelor’s degree in Electrical/Electronics Engineering, Computer Science, or a related technical field.
- Minimum 5+ years of experience in technical support, with at least 2 years in a leadership or supervisory capacity.
- In-depth technical knowledge of PCB manufacturing processes, electronics assembly, or hardware-related technical support.
- Proven ability to manage high-pressure environments and prioritize multiple technical projects simultaneously.
- Strong analytical and problem-solving skills with a customer-centric mindset.
- Excellent communication and interpersonal skills, with proficiency in English and local languages.
- Experience with CRM software and technical ticketing systems is highly preferred.