Technical Support Manager, SEA

Location: KL, Malaysia (Hybrid)

Role Purpose:

S/he is responsible for planning and leading a team of engineers and ensure the smooth and efficient operations, as well as the proper controls and procedures.

S/he will lead a team with the following functionalities:

1. Support day-to-day cross-referencing & BOM cross-referencing enquiries from customers.
2. Support day-to-day technical enquiry from both internal / external.
3. Support any design-in initiatives / project technical clarification.
4. Support in preparing technical materials / documents.
5. Conduct technical training to both internal / external.
6. Conduct technical presentation / product demonstration to both internal & external.
7. Conduct on-site technical investigation.

To ensure the above functionalities work seamlessly, S/he will need to make sure that:

1. Each team members will be governed by systematic & structured processes, procedures, and KPIs which s/he will ensure the adherence to and make improvement when needed.
2. Cross-referencing as a primary scope is referring to finding RS core products that meet customer’s requirement and proposing alternative products and secondary scope to backup Application Engineer on handling related technical enquiry.
3. BOM cross referencing is referring to cross referencing Billed of Material (BOM) finding RS core products that meet customer’s requirement and proposing alternative products.
4. Continuous development on technical skills and knowledges for all the team member via external or internal trainings, workshops or seminars.

What you will be doing in this role: 

• Plan resources optimization by redeployment between all team members to support market demand.
• Ensure a high standard of service and provide value-added activities.
• Setting of department objectives for short-term and long-term planning on new initiatives.
• Monitoring team KPI performance and provide continues coaching to the team for necessary.
• Develop and improve the processes for the department.
• Maintain database input into SharePoint.
• Co-ordinate supplier’s product training for the department.
• Generation of reports on the performance of the team monthly.
• Provide solutions and suggestions for improvement for daily operational matters.
• Motivate the team to achieve high performance in turnaround of services with department objectives.
• Able to initiate inter-department discussions on work processes improvement with common objectives of increasing productivity.
• Work with Product & Supplier Management team to bring team up to speed on new core suppliers and products or on any update of current ones.
• Work with Sales & Marketing team to increase the effectiveness in bringing in more technical sales to the organisation.
• Other duties which may be assigned from time to time to achieve corporate objectives.

What experience we expect from you: 

• Engineering Degree in Electronics, Electrical or Mechanical.
• Min of 5 years of strong Electronics & Industrial experience in Electronics, Industrial or distribution type of business or relevant with RS industry with proven track record of achievements.
• Min of 3 years of managing a team engineers.
• Strong communication skill, able to communicate confidently and effectively at all levels of the business.
• Being independent, self-motivated, and able to work with minimal supervision. The candidate will need to strategize, plan, and execute proposal activities to meet and exceed the business targets.
• Fluent in English and Mandarin both written and conversational.
• Excellent fluency in MS Excel or database type software applications is an advantage.