Job Title:  CE Technical Support Specialist

Kindly find below detailed job responsibilities and required skills and qualifications.

Location : Western region

1. Technical Support

• Provide L2/L3 support for complex technical cases [Washing Machines, Dishwashers, Refrigerators, ACs, Built-in Ovens, Gas Cookers, and Dryers ]escalated from service engineers.
• Diagnose and resolve technical issues efficiently across multiple product categories.
• Guide technicians with advanced troubleshooting methods and best practices.
• Prepare and circulate service bulletins, troubleshooting guides, and technical notes.
• Ensure compliance with safety and service standards during repairs.

2. Reclaim Job Reduction & Data Analysis

• Analyze field data and service reports to identify repeat repair cases (reclaims).
• Conduct root cause analysis and implement corrective actions to minimize reclaim jobs.
• Create dashboards and periodic reports highlighting reclaim trends and improvement areas.
• Collaborate with R&D/Quality teams to escalate design or recurring product issues.

3. Training & Development

• Design, prepare, and deliver training programs (theory + practical).
• Train service engineers and technicians on installation, diagnostics, and repair techniques.
• Conduct hands-on sessions for Washing Machines, Dishwashers, Refrigerators, ACs, Built-in Ovens, Gas Cookers, and Dryers.
• Evaluate technician performance, provide feedback, and certify skill levels.
• Plan and execute induction training for new hires and skill-up sessions for existing staff.

4. Knowledge Management

• Develop and maintain a technical knowledge base for troubleshooting and service standards.
• Share updated service procedures, repair tips, and safety instructions with the service network.
• Support cross-functional teams with product knowledge and technical insights.

Qualifications & Experience

• Bachelor’s degree / Diploma in Electrical, Mechanical, or Electronics Engineering.
• Minimum 5 years’ experience in Home Appliances Technical Support & Training.
• Proven track record in reclaim job reduction and technical data analysis.
• Strong knowledge of Washing Machines, Dishwashers, Refrigerators, Air Conditioners, Built-in Ovens, Gas Cookers, and Dryers.

Skills & Competencies

• Advanced troubleshooting and problem-solving skills.
• Strong analytical and reporting ability (Excel/BI tools preferred).
• Excellent communication, presentation, and training delivery skills.
• Ability to develop structured training content and service documentation.
• Team leadership and mentoring capability.
• High commitment to customer satisfaction and service quality.