Technical Service Supervisor (Kitchen Appliances)

About the Role

Focus Global is dedicated to bringing the world’s top global brands to Southeast Asian homes. We take pride in being a true marketing company by employing extensive marketing tools and by investing and experimenting in new technology to help us regularly rethink and re‑imagine the consumer retail experience. We promote a culture of growth, creativity, and excellence through our brands and through our people.

Key Responsibilities

• Provide onsite or online technical support to field technicians and customer service team
• Review service reports and schedule follow up calls if necessary
• Ensure timely response to clients’ requests and complaints via telephone or email
• Identify key product and service issues and elevate to the Service Manager or brand principals if necessary.
• Establish and monitor KPIs: First call resolution, backjobs, average response time, average resolution time, etc.