Support Services Manager (Asia-Pac)
Control4 - Draper, UT

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Job Description

ITEMIZED DESCRIPTION OF DUTIES:
Train and certify Control4 authorized dealers. Provide ongoing education for Control4 authorized dealers. Provide technical support for Control4 authorized dealers. Provide onsite troubleshooting and problem resolution for Control4 authorized dealers when necessary. Document technical support calls. Create knowledgebase articles and contribute to the online self-help initiatives. 75% travel in the Asia-Pac region. Other special projects as assigned.

NEEDED SKILLS AND EXPERIENCE:
Excellent customer service skills. Experience with high-tech electronics products. Audio / Video or Automation products preferred. Excellent communication skills (Verbal, Written, Phone). Must be fluent in both Mandarin Chinese and English. Proficient in Microsoft Word, Excel, PowerPoint, & Outlook.

Qualifications

MINIMUM QUALIFICATIONS:
2-years working for a high-tech electronics company. Previous experience either in a position where the primary function was providing technical support for customers / partners or the primary function was providing technical training for customers / partners. Bachelor Degree in Computer Science, Electrical Engineering or related field of study.
ON-RAMPING TASKS & OBJECTIVES (First 30 Days)
The first 30-days of employment will require the successful candidate to attend trainings and learn the necessary skills in our corporate offices in Salt Lake City, UT USA. During this period the candidate will be expected to learn how to conduct and train new dealers on how to install and support the Control4 solutions. The candidate will learn how to support dealers with their questions about the solution and to troubleshoot issues dealers encounter in the installation and post-install support of systems in the field. The candidate will learn how to utilize the internal systems to log technical support calls, enter defects into our bug-tracking database and how to author knowledgebase articles.
INITIAL CORE OBJECTIVES (Next 90 Days)
Successfully conduct dealer certification training in the Asia-Pac region. Setup operations to be able to field and track technical support calls from Control4 authorized dealers in the Asia-Pac region.
SEMI-ANNUAL KEY OBJECTIVES (Next 6 Months)
Successfully conduct training as necessary to certify and authorize dealers in the Asia-Pac region. Regular contribution to the knowledgebase Provide regular updates and reports on issues seen in the field and issues specific to the Asia-Pac region.

Additional Information

This is a full-time salaried position scheduled to work in Asia-Pac region.

We look forward to receiving your application!

All your information will be kept confidential according to EEO guidelines.

Control4 - 2 years ago - save job - block
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