quality technical support manager

What you will do

Technical support manager drive the problem solving about customer issue including installations, service, design, supplier and manufacture, by coordinating JCI resources to deliver a positive customer experience.

Organize:  professional quality technical support team,

The scope of this role is APAC

How you will do it

Track and proactively share key customer insights and feedback to ensure product design and process improvements for a better customer experience. Coordinate JCI resource to figure out the root cause of customer issue and drive short term and long term actions; Participate customer quality daily management cadence and lead some Gamba to Customer site for critical issue; Lead project Funnel meeting to drive problem CA and PA; Collaborate cross plant ASD team to align the countermeasure in customer site. Manage key partner relationships to ensure alignment across the enterprise via appropriate planning, execution, visibility, tracking, and governance Responsible for sharing Customer Quality and PMO best practices. Drive the use of best practices and apply lessons learned Engage globally with the ability to understand and work effectively in a culturally diverse organization

What we look for

• Bachelor’s degree in Engineering or equivalent and additional experiences in supply chain, business or related discipline
• Professional experiences with at least 5 years in engineering and 5 years in service technical support
• Have 3~5 years team management experience;
• Candidate must have strong HVAC engineering knowledge. Have a solid understanding of product portfolio and systems
• Strong communications skills, with reporting KPI tracking expertise
• Strong problem-solving skills
• Excellent people skills with ability to develop and maintain professional relationships across a matrix, multi-cultural organization to collaborate for results
• Strong team player, embracing our global, matrix structure. Ability to influence across a matrix organization through partnering and collaboration fostering strong relationships
• Strong verbal & written English & Chinese/Mandarin language skills, Strong capability with standard MS in MS Suite/Office
• Ability to travel 50%