HVAC & RAC Service Project Lead – Mandarin Speaker

Job Responsibilities

1. Field Problem Resolution

• Provide technical solutions and support for complex issues beyond the capabilities of field technicians, particularly when communicating with Chinese-speaking customers.

• Coordinate with the HO Service Team on issues that are outside standard procedures or beyond the authority of the Technician Head.

• Prepare and maintain service completion reports and product inspection reports.

• Ensure the availability of tools, spare parts, and materials required to support the technician team's operations.

2. Customer Service Management

• Ensure all customer complaints are handled promptly and appropriately to maintain high customer satisfaction.

• Monitor and evaluate technicians' responses to customer complaints, including response time and problem resolution time.

• Ensure effective communication and coordination with Chinese-speaking customers when required.

3. Reporting and Documentation

• Prepare regular reports on technician activities, including the number of complaints resolved, recurring issues, and areas for improvement.

• Provide recommendations and feedback to management regarding service development and solutions to internal technician-related issues.

• Maintain accurate and up-to-date service documentation and records.

4. Daily Job Status Monitoring & Control

• Manage, supervise, and provide guidance to the technician team to ensure all problems are resolved in accordance with established SOPs.

• Assign work orders efficiently and ensure technicians perform their tasks according to established targets and priorities.

• Monitor daily job progress and ensure timely completion of service activities.

5. Technician Performance Supervision

• Ensure all repair activities are performed in accordance with company SOPs and policies.

• Conduct inspections and provide constructive feedback on technicians' work to continuously improve service quality.

• Manage technicians' work schedules based on operational requirements and efficiency.

• Monitor technician performance against defined KPIs and service targets.

Qualifications

• Bachelor's degree (S1) in Industrial Engineering, Electrical Engineering, Quality Management, or a related field.

• Mandatory: Proficient in Mandarin, both spoken and written.

• Minimum 2 years of relevant experience in industrial engineering, electrical engineering, quality management, HVAC/RAC service, or a related field.

• Experience in a similar position or within the HVAC/RAC industry is preferred.

• Strong knowledge of HVAC and RAC products, including their operating methods and working principles.

• Strong analytical and problem-solving skills.

• Proficient in Microsoft Excel and PowerPoint (PPT) for data analysis and reporting.

• Strong leadership, communication, coordination, and team management skills.