Job Summary

At MONX, our commitment to clients extends far beyond delivery. We are seeking a dedicated After-Sales Service & Technical Support Specialist to ensure our global customers receive timely, professional and effective technical assistance throughout the entire product lifecycle. This role is central to our Repair & Service promise and directly impacts customer satisfaction, equipment uptime and long-term client loyalty.

In this role, you will be the primary technical point of contact for international distributors, project clients and end-users across our product range. You will diagnose technical issues, guide on-site troubleshooting, manage repair workflows, produce service documentation and train partner technicians. You will also collect field feedback and product failure data to share with the R&D team, driving ongoing product reliability improvements. The ideal candidate is technically knowledgeable, customer-focused and comfortable communicating with clients from diverse cultural and linguistic backgrounds.

 

Key Responsibilities

• Provide first-level technical support to global clients and distribution partners via email, phone and video call – including installation guidance, operation troubleshooting, fault diagnosis and maintenance advice for all MONX lighting products.

• Manage the complete repair service workflow: receive service requests, assess fault descriptions, issue repair quotations, coordinate inbound and outbound logistics, track repair progress and follow up with clients until case closure.

• Conduct technical analysis of returned units, identify root causes of failure and prepare clear service reports; ensure all repairs are performed using genuine MONX parts and follow factory procedures.

• Develop and maintain technical support resources, including service manuals, troubleshooting guides, frequently asked questions (FAQs), maintenance checklists and instructional materials for clients and partners.

• Deliver remote technical training to overseas distributor technicians and client maintenance teams on proper product handling, routine maintenance and common repair procedures.

• Handle warranty claims, out-of-warranty repair pricing and replacement part orders in line with company policies; maintain accurate records of all service cases, parts usage and customer interactions in the CRM system.

• Compile regular after-sales reports summarizing common failure modes, service turnaround times, customer satisfaction levels and recurring product issues; share insights with R&D and quality teams to support product improvement.

• Support large project clients with commissioning guidance, onboarding assistance and scheduled maintenance planning to maximize equipment lifespan and operational performance.

• Collaborate with the sales team to ensure smooth handover from project delivery to after-sales care and help identify upsell opportunities for service contracts and spare parts packages.

 

Requirements

• Bachelor’s degree or associate degree in Electrical Engineering, Electro-mechanics, Industrial Maintenance or a related technical field.

• Minimum 2–3 years of experience in technical support, after-sales service or field maintenance for industrial electrical or mechanical products.

• Strong practical understanding of LED lighting systems, battery technology, electrical circuits and basic electronic fault diagnosis.

• Excellent command of written and spoken English; additional language skills are a plus.

• Strong customer service orientation, patience and ability to explain technical concepts clearly to non-technical users.

• Systematic problem-solving approach and ability to work efficiently under pressure during urgent service requests.

• Proficiency in office software and CRM systems; experience with service ticketing tools is preferred.

• Good organizational skills and ability to manage multiple open cases and follow-up tasks simultaneously.

• Knowledge of industrial lighting products or construction equipment is a strong advantage.

 

What We Offer

• Stable full-time position with a well-established industrial brand.

• Structured onboarding and ongoing product training to build deep technical expertise.

• Performance-based incentives tied to customer satisfaction and service efficiency.

• Opportunity to interact with clients and partners worldwide and grow your international service experience.

• Supportive team environment with clear responsibilities and growth potential.