Kerja Sepenuh Masa, Warranty and Technical Support di KINETA Selangor - Maukerja

About the Role

We are looking for a customer-focused and technically inclined Aftersales Technical Support Executive to support our growing EV charging business. The successful candidate will be responsible for providing technical assistance to customers, managing product escalations, coordinating warranty claims, and ensuring a positive customer experience throughout the ownership journey.

This role combines technical troubleshooting, customer service, and aftersales operations, making it ideal for individuals who enjoy solving problems and interacting with customers.

Key ResponsibilitiesCustomer Technical Support

• Provide first-level technical support for EV chargers and related products.
• Diagnose and troubleshoot customer issues via phone, email, WhatsApp, remote tools, and ticketing systems.
• Guide customers through product configuration, usage, and basic troubleshooting steps.
• Escalate complex technical issues to suppliers, or product manufacturers when required.

Customer Escalation Management

• Manage customer complaints and technical escalations from initial reporting to final resolution.
• Coordinate with technical, operations, installation, and product teams to ensure timely issue resolution.
• Maintain regular communication with customers and provide status updates throughout the resolution process.
• Ensure all cases are properly documented and closed within agreed service levels.

Warranty Management

• Process product warranty claims and replacement requests.
• Assess reported defects and determine warranty eligibility based on company policies.
• Coordinate with suppliers and manufacturers on warranty investigations and replacement approvals.
• Monitor warranty cases to ensure timely closure and customer satisfaction.

Customer Experience & Relationship Management

• Deliver professional and empathetic customer service across all customer touchpoints.
• Build strong relationships with customers and proactively address their concerns.
• Identify recurring issues and recommend improvements to products, services, and support processes.
• Support customer satisfaction initiatives and service quality improvement programs.

Inbound Customer Support

• Handle inbound calls, emails, and customer enquiries regarding products, services, installations, and aftersales support.
• Log and manage customer cases through Kineta CRM system.
• Ensure response times and service levels are consistently achieved.

RequirementsQualifications & Experience

• Diploma or Bachelor's Degree in Engineering, Electrical, Electronics, Technical Studies, Business Administration, or related fields.
• Minimum 2-4 years of experience in technical support, customer service, helpdesk, aftersales support, or warranty management.
• Experience handling inbound customer support and technical troubleshooting.
• Experience in EV charging, electrical products, solar, automotive, consumer electronics, or related industries is an added advantage.

Skills & Competencies

• Strong customer service and communication skills.
• Ability to explain technical concepts in simple and customer-friendly language.
• Effective problem-solving and analytical skills.
• Experience managing customer escalations and complaints professionally.
• Ability to work independently while coordinating with multiple stakeholders.
• Proficient in Microsoft Office applications and CRM/ticketing systems.
• Strong documentation and reporting skills.

Preferred Experience

• EV charging infrastructure or EV-related products.
• Electrical systems and troubleshooting.
• Technical call center or service desk environment.
• Warranty and claims processing.
• Customer experience and service quality management.

Why Join Us?

• Be part of a fast-growing EV and clean mobility industry.
• Opportunity to work with innovative EV charging technologies.
• Collaborative and dynamic working environment.
• Career growth opportunities in technical support, customer experience, and aftersales operations.

Apply now and help us deliver exceptional support and customer experiences that drive the future of electric mobility.