Technical Support and Field Management TL (Expat)

Scope:
The Field Service and Technical Support Team Leader is responsible for overseeing technical support and field service operations across the Asia-Pacific region. This role ensures high-quality service delivery, customer satisfaction, and efficient resolution of technical issues. The position requires strong leadership, technical expertise, and the ability to manage a regional team effectively. This position is designated for expatriates and requires international experience.

Field Service Management:

• Oversee all field service activities across the APAC region, ensuring timely, effective service delivery and compliance with technical requirements and customer needs.
• Develop and implement field service strategies to improve efficiency and customer experience.
• Manage service escalations and ensure prompt resolution of customer issues.
• Ensure compliance with company policies, industry standards, and safety regulations.
• Coordinate a team of senior engineers to provide technical support both internal (support to team members) and external (support to customers, and partners).
• Take ownership of special projects/cases with high relevance or complexity requiring specific attention and skills.
• Collaborate with customers, distributors, and internal stakeholders to ensure high levels of satisfaction.
• Develop and maintain strong relationships with key clients, ensuring their service needs are met effectively.

Technical Support Management:

• Lead and develop the regional services team to provide exceptional customer support.
• Establish technical troubleshooting processes and best practices for resolving product-related issues.
• Act as the primary point of contact for escalated technical issues.
• Verify/monitor the team's technical level and report to his/her manager when specific trainings are required.

Team Leadership and Development:

• Train and mentor field service and technical support team members.
• Monitor team performance and provide regular feedback and development opportunities.
• Foster a culture of continuous improvement and knowledge sharing within the team.

• Bachelor’s degree or higher in Engineering, Technical Support, or a related field, with a strong emphasis on international standards and practices.
• Minimum of 5 years of experience in field service and technical support leadership, preferably in a regional role.
• Experience in the HVAC, cooling systems, or refrigeration Industry is preferred.
• Deep understanding of design documents (P&IDs, layouts, technical drawings, heat and mass balance, I/O diagrams, technical specifications).
• Deep understanding of physical quantities, especially thermodynamic, electrical, and hydraulic.
• Strong leadership, project management, and team management skills.
• Proficiency in handling technical escalations and customer interactions.
• Excellent problem-solving and decision-making abilities.
• Proactive mindset and strong organizing and planning.
• Ability to manage complex projects and deal with structured international customers.
• Excellent interpersonal and communication skills, multicultural-oriented mindset
• Strong communication skills in English, with the ability to work effectively in an international environment.
• Prior expatriate experience and willingness to relocate are required.
• Be available for heavy traveling including travel across the APAC region as required.
• Prior expatriate experience and willingness to relocate are required.

• Annual Health Check.
• Dental insurance
• Life insurance
• Lunch Allowance
• Provident Fund
• Staff training and development
• Accommodation allowance (in other provinces)
• Telephone bill allowance
• 5-day work week
• Social security
• Health insurance
• Accident Insurance
• Flexible working hours
• Employee's uniform
• Annual trip or party
• Performance/results-based bonus