Technical Support Manager

Position Overview

We are seeking an experienced Technical Support Manager to lead and enhance our aftersales technical support operations for consumer electronics and white goods, with a focus on washing machines, refrigerators, and air conditioners. This role is responsible for managing technical service processes, resolving complex product issues, coordinating with service partners, and ensuring high-quality repair standards across the region. The ideal candidate will bring a solid technical background, strong analytical capabilities, and hands-on experience in aftersales service operations.

Familiarity with the European market and previous experience managing service operations in Europe are highly preferred.

Key Responsibilities

• Technical Support Operations

Manage end-to-end technical support processes for white goods and consumer electronics.

Handle escalated technical issues and provide expert solutions to field service teams.

Maintain and improve the knowledge base and troubleshooting documentation for common product issues.

Liaise with R&D, QA, and product teams to ensure a closed-loop resolution of recurring problems.

• Repair Quality & Failure Analysis

Analyze product failure rates, repair turnaround times, and repeat repair incidents.

Use data-driven insights to improve product reliability and service quality.

Conduct root cause analysis and lead quality improvement initiatives across service centers.

• Service Network Coordination & Technical Training

Support authorized service centers by offering technical guidance and maintaining service standards.

Develop and deliver training materials for service technicians across regions.

Conduct regular technical audits and capability assessments of service partners.

• Spare Parts & Service Cost Optimization

Analyze the spare parts usage patterns of service providers to ensure rational and efficient material consumption.

Identify abnormal part usage, over-replacement, or high-cost repairs, and implement corrective actions to improve cost efficiency.

Work closely with service centers to optimize repair practices and reduce unnecessary part consumption.

Support the development of spare parts strategies, including lifecycle management, forecasting, and stock planning to balance cost and service level.

• Stakeholder Collaboration & Cross-Functional Support

Work closely with customer service teams to resolve complex cases and improve customer satisfaction.

Participate in new product launches to ensure service readiness and technical documentation.

Serve as the technical point of contact for internal and external stakeholders in the region.

Requirements

• Bachelor's degree or above in Engineering, Electronics, Mechatronics, or a related field.
• At least 5 years of technical support or aftersales service experience in the white goods or consumer electronics industry.
• Strong knowledge of the structure and operation of washing machines, refrigerators, and air conditioners.
• Experience in managing repair networks and service quality control.
• Excellent analytical and problem-solving skills; proficiency in Excel, Power BI, or similar tools.
• Hands-on experience in technician training and service process optimization.
• Familiarity with ERP/CRM systems (e.g., SAP, Oracle, Salesforce).
• Fluent in English, with excellent verbal and written communication skills.
• Willingness to travel occasionally for service center visits, audits, or training.

Preferred Qualifications

• Experience working with international brands.
• Prior experience supporting Europe-based service networks or managing aftersales in European markets.
• Understanding of compliance, service expectations, and consumer behavior in the European region.