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Responsible for supporting Customer Service Operations for Brown Goods products by providing technical support, training Service Providers, analyzing product failures, improving repair quality, and monitoring service KPIs across the CAC region.

Key Responsibilities

Perform initial product testing for new model launches following HQ guidelines.
Provide remote technical support and troubleshooting to Service Providers and Contact Centers.
Conduct technical training for Service Providers and Call Center agents.
Perform on-site technical audits to ensure proper repair procedures and standards.
Manage and process approved panel RMA claims with a target approval rate above 95%.
Evaluate and certify Service Providers and technicians.
Support new model introduction and spare parts forecasting.
Provide technical support and documentation in English and Spanish.
Respond to technical inquiries through email, chat, phone, and system platforms.
Monitor and manage service KPIs, including repair rate, repeated repairs, First-Time Fix, and First Call Resolution.
Develop improvement actions to achieve KPI targets.
Monitor product performance and report technical issues or abnormal trends to HQ.
Approve reimbursement cases related to technical product issues.
Control the usage of high-value spare parts.
Create technical support content, including troubleshooting guides and videos for customers.
Prepare regular technical support reports.
Support additional Customer Service activities as needed.

Qualifications

Experience in technical support, electronics repair, or after-sales service.
Strong troubleshooting and analytical skills.
Experience with KPI management and Service Provider support is preferred.
Good communication and training skills.
Bilingual: English and Spanish.
Ability to work independently and manage multiple tasks effectively.
Availability to travel across the region as required.