Technical Support Lead

PRISM+ is Singapore’s leading homegrown electronics brand, with a presence across key markets in Australia, Malaysia and the Philippines. The brand’s mission is to make premium technologies accessible to the masses—disrupting established industries with innovation and value that goes beyond the product. PRISM+ was founded in 2017 as a direct-to-consumer (D2C) display technology specialist, where it quickly grew to become the number one monitor and smart TV brand in Singapore. Best known and loved for its affordable premium offerings and award-winning customer experience, the brand has expanded its offerings to include a wide range of affordable premium home electronics and appliances.

Join us at PRISM+ and become part of a journey where innovation meets impact, and every day offers a chance to shape the future of consumer technology. Discover a career where your ideas matter, your growth is nurtured, and together, we create a brighter tomorrow.

Responsibilities:

• Lead and oversee end-to-end technical support and repair operations for televisions, monitors, and related display products.
• Diagnose, troubleshoot, and perform hardware repairs for electronic display devices to achieve timely service recovery.
• Install, configure, maintain, and optimise display-related software, firmware, drivers, and supporting systems.
• Conduct root cause analysis on recurring technical issues and recommend corrective and preventive actions.
• Provide advanced troubleshooting support for product defects, system failures, and software-related issues.
• Manage customer escalations and deliver effective technical solutions while maintaining service quality standards.
• Maintain detailed repair records, technical documentation, and service reports for tracking and continuous improvement.
• Educate and guide customers on product functionality, setup, and best usage practices.
• Manage inventory planning and control of spare parts, warranty replacements (RMA), and repair-related stock to ensure operational readiness.
• Collaborate closely with Customer Experience, Operations, Product, and Warehouse teams to improve service turnaround time and customer satisfaction.
• Drive service process improvements and establish best practices to enhance repair efficiency and operational performance.

Requirements:

• Diploma or Bachelor’s Degree in Electronics, Electrical Engineering, Information Technology, or a related discipline.
• Minimum 4–6 years of experience in technical support, electronics repair, consumer electronics servicing, or technical operations.
• Hands-on experience in diagnosing and repairing televisions, monitors, or display-related hardware is highly preferred.
• Strong understanding of hardware diagnostics, firmware/software installation, and repair workflows.
• Experience managing spare parts inventory, RMA processes, and service documentation.
• Strong analytical, troubleshooting, and problem-solving capabilities.
• Good communication skills with the ability to manage customer-facing technical situations.
• Prior experience leading technical teams, coordinating technicians, or improving support operations is advantageous.