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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

job description

Responsibilities:

  • To Head the Technical Service & Support team (TSS) on overall Support operation, provide L1 technical support for machines an system 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 provides new sites on-site training to customers on game functionality and operation.
  • To provides 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.



    Required Skill Profession

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