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Urgent! Customer Support Manager / Assistant Manager (L1) Job Opening In Shah Alam – Now Hiring ExecSearch

Customer Support Manager / Assistant Manager (L1)



Job description

Responsibilities

  • To Head the Technical Service & Support team (TSS) on overall Support operation, provide L1 technical support for machines and systems meeting SLA.

  • Ensure commissioning and installation of machines and systems are completed within the scheduled time and meeting requirements.

  • Ensure all customer feedback or complaints are conveyed to related personnel, both support manager and sales account manager.

  • To set TSS monthly roster and to oversee Support daily operation.

  • To ensure TSS SOP and Code of Conduct are adhered at all time.

  • To verify all TSS “JOB SHEET” of the work and mileage claim on weekly basis prior to submission for superior approval.

  • To prepare all TSS operations related reports timely for submission.

  • To ensure subordinate reports are produced timely for CS Manager's verification/approval prior to submission.

  • To manage the team for relocation, commissioning and installation of machines, ETG and systems for overseas and local market.

  • To manage the team to deliver on time technical support to overseas casino/club for company’s machines, ETG and systems ensuring SLA for L1 support is met.

  • To be responsible in arranging the team in carrying out product upgrade on site, e.g. machine game change and system software upgrade/testing.

  • To provide new sites on-site training to customers on game functionality and operation.

  • To provide devise conversion instructions for configuration comparisons or hardware upgrade/downgrade changes.

Requirements

  • Advanced Diploma in Engineering (Electrical / Electronic / Computer).

  • Minimum 5 years technical support experience in gaming industry.

  • Ability to lead and guide technicians for overseas or local assignment.

  • Computer literate, with strong knowledge in computer hardware, software and computer networking will be an added advantage.

  • Good interpersonal skills and able to communicate with all levels, internally and externally, in a professional and responsive manner.

  • Knowledge and understanding of AC/DC fundamentals will be an added advantage.

Company Background

This is a creative and innovative company in gaming industry serving clients across the SEA region with HQ in Singapore.

Apply for Customer Support Manager / Assistant Manager (L1)

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Required Skill Profession

Management & Operations



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