End-to-End Case Resolution: Execute standard operating procedures discipline for incoming ticket resolutions to meet strict SLA targets (Response & Resolution Time).
Intake & Technical Analysis: Collect comprehensive technical data (photos, videos, chronology) from customers to diagnose root causes accurately.
Remote Solution Architecture: Formulate step-by-step troubleshooting guidelines and provide remote diagnostic guidance/product education as the priority first step to optimize resolution speed.
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End-to-End Case Resolution: Execute standard operating procedures discipline for incoming ticket resolutions to meet strict SLA targets (Response & Resolution Time).
Intake & Technical Analysis: Collect comprehensive technical data (photos, videos, chronology) from customers to diagnose root causes accurately.
Remote Solution Architecture: Formulate step-by-step troubleshooting guidelines and provide remote diagnostic guidance/product education as the priority first step to optimize resolution speed.
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Technical Authority: Act as the regional subject matter expert (SME) for core electronic component categories, including controllers, embedded computer platforms, sensory arrays, measurement modules, and power/energy management units.
Complex Diagnostics: Lead advanced troubleshooting and technical diagnoses for complex hardware, software, firmware, signal processing, data communication, and system integration bottlenecks escalated by regional field teams.
Lifecycle Oversight: Support field commissioning, firmware upgrades, system calibrations, and long-term lifecycle management for installed electronic product assets across APAC sites.
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Check equipment and operating systems and correct wherever necessary.
Recognize and correct potential equipment failure or unsafe conditions and communicate with the Food Quality Manager.
Perform preventive maintenance and calibration per defined interval/schedule for all equipment: Grill, Fryer, Heat Treat Machine, McCafe machine, Ice Machine, Beverage Touch Tower, etc.
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