technical service leader
4 days ago
Location:
Green Garden Residence No.6 Blok B12, Kedoya Utara, Kec. Kb. Jesuk, Kota, Jakarta Barat
About us
Karofi, a member of Tecomen Group (est. 2006), is Vietnam's No.1 water purifier brand, specializing in advanced household solutions such as water purifiers, air purifiers, and hot & cold dispensers.
With a 36,000 m² manufacturing hub producing over 2 million purifiers and 30 million filters annually, Karofi exports to 50+ countries and serves 10,000+ sales points worldwide.
Driven by cutting-edge technologies like AiOTec and Voice Call, we are on a mission to become a Top 3 global leader in water and air solutions by 2040.
Joining Karofi means becoming part of a dynamic, innovation-driven international team, where your expertise contributes directly to improving lives through cleaner water and healthier air — while enjoying competitive benefits, growth opportunities, and a collaborative culture.
Position Overview
We are seeking a Technical Service Leader to take full ownership of after-sales service operations for Karofi products in Indonesia. This role requires both leadership and strong hands-on technical skills, ensuring timely and high-quality service that upholds Karofi's global standards.
The Technical Leader will manage and coach technicians, directly handle complex technical cases, and work closely with customers and internal teams to ensure exceptional service performance and customer satisfaction.
Key Responsibilities
1. Field Service & Repair
- Personally handle complex repair cases for Karofi products (water purifiers, dispensers, air purifiers, etc.).
- Lead troubleshooting activities to ensure fast and accurate problem resolution.
- Maintain service quality aligned with Karofi's global standards.
2. Customer Service Operations & Market Support
- Supervise daily service operations and coordinate with local partners.
- Join field visits to support installations, maintenance, and customer escalations.
- Provide technical insights to improve market service efficiency.
3. Team Development & Technical Training
- Train and coach technicians in both technical and customer service skills.
- Establish technical standards and best practices across the team.
- Lead by example in on-site performance and professionalism.
4. Performance & KPI Management
- Define and monitor service KPIs (response time, complaint resolution, repair success rate).
- Analyze service data and feedback to continuously improve processes.
5. Customer Relationship Management
- Strengthen customer relationships by managing escalated service cases directly.
- Ensure all technical interactions reflect Karofi's commitment to excellence and care.
Qualifications
- Bachelor's Degree (or higher) in a technical field (Engineering, Electrical, or related discipline).
- Minimum 3 years' experience in a similar role, preferably in Technical Service, Warranty.
- Experience in Home Appliances or Electrical–Electronics industry is
required
.
- Strong leadership, communication, and problem-solving skills.
- Customer-oriented, proactive, and committed to continuous improvement.
- Proficient in MS Office and CRM tools.
Contact detail
Ms. Ngô Thị Thu (Christie)
Talent Acquisition – Karofi Holding
Tel/WA/Zalo)
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