Service Technical Supervisor – Major Home Appliances

About the role

We are seeking a Service Technical Supervisor to lead technical training, documentation, and support for major home appliances. You will work closely with service engineers, installers, and authorized partners to ensure high service quality and continuous improvement across the network.

Key responsibilities

• Develop and deliver technical training programs for service engineers, installers, and partners.
• Create, maintain, and update service manuals, repair procedures, troubleshooting guides, and training materials.
• Provide technical support for complex product issues, escalations, and field repairs.
• Analyze recurring technical problems, identify root causes, and collaborate with Quality, R&D, and Product teams on corrective actions.
• Manage technician certification and competency assessment programs.
• Monitor technical performance of service centers and field engineers, identify gaps, and implement improvement plans.
• Support new product introductions with service readiness plans, documentation, and training.
• Ensure repair procedures and service practices comply with company policies and quality standards.
• Collaborate with Service Operations, Quality, Supply Chain, Product Management, and Customer Service to resolve technical issues.
• Conduct technical audits, field visits, and on‑site coaching to improve repair quality.
• Prepare technical reports, training effectiveness analyses, and service quality metrics.

Required profile

• Bachelor’s degree or higher in Electrical, Mechanical, HVAC, Electronics Engineering or related field.
• Minimum 5 years of experience in after‑sales service, technical support, or technical training for major home appliances.
• Strong knowledge of air conditioners, refrigerators, washing machines and other white‑goods.
• Understanding of after‑sales service operations and performance management.
• Proficient in Microsoft Office; LMS experience is a plus.
• Willingness to travel frequently.
• Fluent in English; Mandarin Chinese is an advantage.
• Ability to work effectively in a fast‑paced, multicultural environment.

Required skills

• Air conditioners
• Refrigerators
• Washing machines
• Microsoft Office
• Learning Management System (LMS) – plus