Technical Support Specialist

We are seeking a qualified candidate for the position of Home Appliance Technical Support & Trainer ,

The role involves providing advanced technical support for complex service cases, conducting root cause analysis to reduce repeat repairs, and delivering comprehensive training programs for service technicians. The candidate will be responsible for developing technical materials, guiding field teams on troubleshooting best practices, and ensuring high standards of service quality and customer satisfaction.

1. Technical Support

Provide L2 / L3 support for complex technical cases escalated from service engineers.

Diagnose and resolve technical issues efficiently across multiple product categories.

Guide technicians with advanced troubleshooting methods and best practices.

Prepare and circulate service bulletins, troubleshooting guides, and technical notes.

Ensure compliance with safety and service standards during repairs.

2. Reclaim Job Reduction & Data Analysis

Analyze field data and service reports to identify repeat repair cases (reclaims).

Conduct root cause analysis and implement corrective actions to minimize reclaim jobs.

Create dashboards and periodic reports highlighting reclaim trends and improvement areas.

Collaborate with R&D / Quality teams to upscale design or recurring product issues.

3. Training & Development

Design, prepare, and deliver training programs (theory + practical).

Train service engineers and technicians on installation, diagnostics, and repair techniques.

Conduct hands‑on sessions for Washing Machines, Dishwashers, Refrigerators, ACs, Built‑in Ovens, Gas Cookers, and Dryers.

Evaluate technician performance, provide feedback, and certify skill levels.

Plan and execute induction training for new hires and skill‑up sessions for existing staff.

4. Knowledge Management

Develop and maintain a technical knowledge base for troubleshooting and service standards.

Share updated service procedures, repair tips, and safety instructions with the service network.

Support cross‑functional teams with product knowledge and technical insights.

Qualifications & Experience

Bachelor’s degree / Diploma in Electrical, Mechanical, or Electronics Engineering.

Minimum

5 years’ experience

in Home Appliances Technical Support & Training.

Proven track record in reclaim job reduction and technical data analysis.

Strong knowledge of Washing Machines, Dishwashers, Refrigerators, Air Conditioners, Built‑in Ovens, Gas Cookers, and Dryers.

Skills & Competencies

Advanced troubleshooting and problem‑solving skills.

Strong analytical and reporting ability (Excel / BI tools preferred).

Excellent communication, presentation, and training delivery skills.

Ability to develop structured training content and service documentation.

Team leadership and mentoring capability.

High commitment to customer satisfaction and service quality.

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