Job Details

Position Overview

The Key Account Support Specialist is responsible for providing after-sales and operational support to key customers, ensuring customer issues are handled efficiently and closed in a timely manner. This role involves coordination on spare parts ordering, shipment tracking, repair and replacement case follow-up, retail return support, as well as failure data collection and basic analysis. The position plays an important role in supporting smooth daily operations and maintaining strong customer relationships.

Key Responsibilities

1. Technical & After-Sales Support (Approx. 30%)

• Provide basic technical support to key customers via phone or video calls.
• Assist with preliminary troubleshooting and issue diagnosis.
• Document customer issues and follow up continuously until closure to ensure timely resolution.

2. Spare Parts & Order Support (Approx. 20%)

• Verify part information and inventory availability.
• Prepare and submit spare parts ordering requests.
• Track payment status and shipment progress.
• Coordinate with warehouse and logistics teams to ensure on-time delivery.

3. Retail Return Case Support (Approx. 20%)

• Track retail return batches and timelines from major retailers such as Home Depot, Lowe's, and Costco.
• Confirm returned unit lists, materials, serial numbers, inbound status, and follow-up handling.
• Assist in identifying return responsibility (retailer, customer, or product-related) and provide improvement suggestions.
• Work closely with warehouse, after-sales, supply chain, and sales teams to ensure smooth return processes and reduce operational risks.

4. Repair & Replacement Case Follow-up (Approx. 15%)

• Monitor repair and replacement cases to ensure SLA compliance.
• Coordinate with technical and service teams to continuously improve customer satisfaction.

5. Failure Data Collection & Reporting (Approx. 10%)

• Collect and organize defective unit and failure data.
• Support basic trend analysis and report findings to regional FAE or related teams.

6. Other Support Tasks (Approx. 5%)

• Complete additional tasks assigned by the team to support overall operations.

Qualifications

• Associate degree or above; major not limited. Background in electronics, engineering, or customer service is a plus.
• 1–3 years of experience in technical support, after-sales service, key account support, or related roles preferred.
• Basic knowledge of hardware or electronic system troubleshooting is a plus.
• Strong communication skills with a customer-oriented mindset; detail-oriented and patient.
• Ability to manage multiple tasks efficiently in a fast-paced environment and work well under pressure.
• Experience with spare parts systems, ticketing systems, CRM, ERP, or WMS is a plus.
• Experience handling retail returns or reverse logistics is a plus.
• Strong English communication skills preferred.