Job Description:

• Assure product quality by preparing QA (Quality Assurance) Protocol for every product build in-house and perform test and check accordingly before releasing product for shipment.
• Lead cleaning, packing and crating activities for products shipping out from factory.
• Pursue deep product knowledge by working closely with development and production team as well as
  attending product training.
• Perform installation, setup, buyoff & commissioning of new equipment at customer’s site in Malaysia
  or overseas.
• Provide product training to customer in TT Vision premises and customer’s site.
• Act as a single point of contact to customer relating to product technical issues.
• Lead and perform troubleshooting of product issues with assistance of a team of customer and developer by identifying root cause(s).
• Take full ownership of reported product issues from customer and seeing it through to complete
  resolution.
• Advise customer in terms of product operation and application, PM (Preventive Maintenance), spare
  parts, change request, upgrades and other related sustaining topics within product lifecycle.
• Prepare for on-call emergency situation during normal office hours/nights/weekend and travel to customer’s site in short notice.
• Handle customer’s service and support needs fully and timely.
• Formulate escalation procedures and handle escalation from customer/internal teams relating to technical issues.
• Plan and deliver service request from customer and schedule proactive service support as part of service excellence program for specified customer/system.
• Review and approve service report and ensure proper documentation throughout the entire service
  jobs.
• Develop service and support plan and build good customer’s relation.
• Assist development team to collect field data as well as providing feedback to potential product issue
  and improvement opportunities.
• Assist sales team to identify/highlight potential sales of our products and services.
• Maintain a database of installed systems and service records.
• Manage and coach direct-report engineers in their job roles.