job description
Join our dynamic team as an Aftersales Technical Advisor for the LWT APAC region, based in beautiful Bali, Indonesia. In this pivotal role, you will serve as the technical backbone of our aftersales service operations, ensuring seamless technical support across all localized service channels including Retail, Wholesale, and Digital platforms. Your expertise will drive customer satisfaction, operational efficiency, and the continuous improvement of our technical service standards.
This position offers a unique opportunity to work in a fast-paced, international environment while enjoying the vibrant culture and work-life balance that Bali has to offer. You will collaborate with cross-functional teams, including engineering, customer service, and product development, to deliver world-class technical solutions and support.
If you are a technically minded professional with a passion for problem-solving and a desire to make a tangible impact in a growing market, we invite you to apply and be part of our mission to elevate aftersales service excellence in the APAC region.
Responsibility
- Provide day-to-day technical support to service centers, retailers, and end-users across APAC markets, ensuring timely and accurate resolution of technical inquiries.
- Develop and maintain technical documentation, including troubleshooting guides, service bulletins, and FAQs for internal and external stakeholders.
- Collaborate with engineering and R&D teams to analyze product performance data and recommend improvements to enhance reliability and serviceability.
- Conduct training sessions and workshops for service technicians, retailers, and distributors to ensure consistent technical knowledge and best practices.
- Monitor and report on aftersales performance metrics, identifying trends and implementing corrective actions to reduce service costs and improve customer satisfaction.
- Act as a liaison between customers and internal teams to escalate complex technical issues and ensure effective communication throughout the resolution process.
- Support the launch of new products by providing technical input during the development phase and ensuring service readiness for market introduction.
- Stay updated on industry trends and emerging technologies to proactively address potential technical challenges and opportunities.
Qualifications
- Bachelor’s degree in Engineering, Mechanical Engineering, Electrical Engineering, or a related technical field.
- Minimum 3-5 years of experience in a technical support, aftersales service, or field service role, preferably in the APAC region.
- Strong technical aptitude with the ability to diagnose and resolve complex mechanical, electrical, or software-related issues.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
- Proven experience in creating technical documentation and delivering training programs for diverse stakeholders.
- Familiarity with CRM or service management systems (e.g., Salesforce, SAP) is a plus.
- Fluency in English is required; additional proficiency in an APAC language (e.g., Mandarin, Bahasa Indonesia) is advantageous.
- Willingness to travel occasionally within the APAC region for training, meetings, or on-site support.