Midea Group is one of the world’s largest home appliance brands, offering the most comprehensive selection of products in the world to fully serve the needs of day-to-day living at home, at work, or anywhere else you go. We are a global company ranked #277 in fortune 500, with over 190,000 employees and operations in more than 195 countries.Midea America (Canada) Corp. is headquartered in Markham, Ontario.

Job Summary

Product Specialist: This position will perform all the duties and responsibilities of the Product Specialist role for their assigned PDs (Product Division) but additionally take on the technical
support leader and trainer functions described below.

Training: Training will be conducted on a regularly scheduled interval for the ASP Network to improve the depth and breadth of their product knowledge. This position will also conduct an in-depth analysis of the ASP Network, and Quality data to develop a more knowledgeable Service Network. This role will also evaluate the contact center supervisors to determine if the current staff is competent or if a more qualified technical should be considered. This role will also work very closely with the new content and knowledge base developer to maintain FAQ accuracy, timeliness, and relevancy on an on-going basis. Main focus of this role is to substantially improve the efficiency and effectiveness of our ASP Network and Product Quality
program, reducing cost and improving the customer experience.

Essential Job Responsibilities
•    Carry out direction of management to achieve company goals for quality and service cost and continually drive to optimize customer satisfaction in both product and service..
•    Serve as level 3 tech support phone rep to internal customer service reps
•    Serve as support rep through direct phone communication in and outbound to All internal Staff and Servcie Network
•    Assume accountability and ownership of all product KPl's for quality, returns assigned.
•    Carry out strategy and direction of department lead, head and executive staff.
•    Attended industry seminars and events and keep abreast of new technologies and best practices as requested by department head.
•    Keep ready to be dispatched to assist in investigate potential quality or safety issues as well as assist insurance providers and Legal Team with P&L investigations and Health Canada Cases
•    Work to achieve department goals with factory performance by conducting incoming inspection in order to measure and report AQL (Average Quality Level) and feedback results to factory.
•    Travel to China factory to product training in order to share this knowledge with internal/external customers as indicated by department head.
•    Must be able to travel Nationally and Internationally
•    Work to become technical expert in whatever product or technology assign by department head
•    Responsible for tech support vendors both for ASP and contact center, function, efficiency and effectiveness
•    Led establishment of an external training program to support the ASP (Authorized Service Providers)
•    Determine tech support process to coordinate parts distributor and repair Trackers in using diagnosis so parts can be shipped to the ASP's in the field.
•    Assist Service Tracker in diagnosis unnecessary ticket creations. Contact Customer directly as necessary
•    Develop and delivery training for ASP Network
•    Meet all company goals for quality and service, optimize customer satisfaction in both product and service.
•    Establish a network of communication at all levels with the factories and align strategies and leverage this synergy for the betterment of both organizations
•    Participate in all 100-day launch projects with the cooperation of product development, business manager, parts department, field service, customer service and factory in support of major new product introductions.
Lead NPI (New Product Introduction) Program
•    Capture, analyze and summarize technical data from all touch points and system data and provide countermeasures, alerts or warnings as dictated by these findings.
•    Provide fault tree and triage support for call center reps to prevent unnecessary truck rolls
•    Provide FAQ and web-based content to drive use of website end user self-help function.
•    Provide technical content to training and publications to support call center, service network and selfservicing dealers.
•    Handle Training and Technical Publication department to achieve company goals for quality and service cost and continually drive to optimize customer satisfaction in both product and service.

Qualifications
•    5 years' experience working in Tech Support Role
•    5 years experience in Product Training
•    Strong presentation skills
•    Experience with fault tree and triage development and deployments
•    MS office skill Excel a must, Powerpoint and Word, Webex, Video editing