Mô tả Công việc

1. Technical consultation for field technicians (FTC – Chatbox)

• Receive requests from field technicians for technical advice.

• Find and resolve problems for field technicians.

2. Technical consulting for customers (Hotline channels)

• Receive calls from users, agents, Pro-shop, technicians, contractors... through the following means: phone, Zalo, email, web…..

• Technical advice on installation, product features, technical specifications... as well as explanation and support for simple troubleshooting (water leaks, error code check-remote, instructions on how to use the machine), cleaning the filter...) for customers.

3. Enhance technician skills:

• Coordinate with the Training Department to study and develop documents related to new features, new products and training of field technicians.

• Coordinate with the Human Resources Department to organize classes to improve soft skills and management skills for the Service Department

• Coordinate with the Product Marketing Department to organize new product introductions for the Service Department

• Organize classes to remind service skills: customer care, technical expertise, service policies... for groups of technicians with low performance

• Periodically organize service skills competitions, find outstanding candidates to participate in regional and global competitions

4. Apply technology to technical support – Thinklet/Cloud Service, VRV Health Check ,….

5. Support the nationwide in handling difficult cases, repeated or never-before-seen errors (rare)…

6. Develop appropriate processes for performing services at the construction site.

• Minimum 0-1 years of experience in the commercial HVAC industry.

• Strong technical skills relevant to HVAC systems and equipment.

• Excellent customer service skills with a positive, "can-do" attitude.

• Good at English, both verbal and written.