- Bandar Menjalara Malaysia
Kerja Sepenuh Masa, Senior Technical Support di TOPPAN Security - Maukerja
Kongsi
Simpan
Lokasi Kerja
Penerangan Kerja
Tanggungjawab
Technical Support
- Manage daily technical support activities for smart card printers, card personalization systems, and associated hardware and software.
- Provide Level 2 and Level 3 technical support for complex customer issues.
- Diagnose and troubleshoot hardware, software and production-related problems.
- Support remote and on-site customer service activities.
- Develop preventive maintenance programs for customer equipment.
- Ensure service level agreements (SLAs) are achieved.
- Lead, coach, and develop the technical support team.
- Allocate resources and manage service schedules.
- Monitor team performance and establish KPIs.
- Conduct technical training and knowledge-sharing sessions.
- Recruit and onboard new technical support engineers.
- Act as the primary escalation point for critical customer issues.
- Build strong relationships with key customers.
- Coordinate technical meetings and service reviews.
- Improve customer satisfaction through timely issue resolution.
- Prepare technical reports and root cause analyses.
- Support smart card manufacturing and personalization processes.
- Assist with printer installation, configuration, calibration, and commissioning.
- Work closely with production, quality assurance, R&D, and engineering teams to resolve technical issues.
- Recommend product improvements based on customer feedback.
- Develop technical manuals, troubleshooting guides, and standard operating procedures (SOPs).
- Maintain service records and technical documentation.
- Manage the technical knowledge base.
- Support implementation of new customer projects.
- Coordinate system integration with customer environments.
- Manage technical aspects of product upgrades and migrations.
- Ensure projects are completed within agreed timelines.
- Ensure compliance with ISO quality standards and company procedures.
- Support internal and external quality audits.
- Promote continuous improvement initiatives.
- Ensure compliance with security requirements related to smart card production and personalization.
- Bachelor's degree in Electrical Engineering, Electronics Engineering, Computer Engineering, Information Technology, or a related technical field.
- 5–8 years of experience in technical support, preferably in smart card printing, secure document printing, ID card systems or industrial printing equipment.
- At least 2–3 years of leadership or supervisory experience.
- Knowledge of smart card printers and card personalization systems.
- Experience with RFID, contact, and contactless smart card technologies.
- Understanding of card encoding and personalization processes.
- Familiarity with Windows Server, networking (TCP/IP), SQL databases, and virtualization.
- Experience with printer drivers, firmware updates, and hardware diagnostics.
- Knowledge of barcode, magnetic stripe, and chip card technologies.
- Familiarity with secure printing environments and production workflows.
- Strong leadership and people management skills.
- Excellent analytical and troubleshooting abilities.
- Effective communication and customer service skills.
- Ability to work under pressure and manage multiple priorities.
- Decision-making and problem-solving capabilities.
- Team productivity and utilization.
- Training completion and technical competency.
- Customer retention and service quality metrics.
Peringatan Penting
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