Manager, Asia Technical Support Thermal (Chillers)

Job Summary:

As Asia Tech Support Manager for thermal products, you'll lead and manage a team, ensuring efficient and effective technical support within ANZ-SEA region, focusing on thermal product expertise and customer satisfaction. This role involves leading a team of technical support professionals, ensuring timely and effective resolution of customer issues, and implementing strategies to improve customer satisfaction and support efficiency.

Key Responsibilities:

1. Lead, mentor, and develop a team of technical support engineers, fostering a positive and collaborative work environment.
2. Set performance goals, conduct regular performance reviews, and provide constructive feedback.
3. Manage workload allocation and ensure efficient resource utilization.
4. Oversee the day-to-day technical support operations for thermal products within the region.
5. Ensure timely and effective resolution of customer inquiries and issues, escalating complex cases as needed.
6. Maintain and improve knowledge base and documentation for thermal products.
7. Proactively identify and address customer needs and concerns related to thermal products.
8. Monitor customer satisfaction metrics and implement strategies to improve customer experience.
9. Act as a point of contact for customer escalation issues.
10. Identify areas for improvement in technical support processes and implement solutions to enhance efficiency and effectiveness.
11. Collaborate with other departments to identify and resolve recurring issues.
12. Develop and deliver training programs for technical support staff on new products, processes, and technologies.
13. Stay up-to-date on the latest thermal product technologies and industry trends.
14. Track and analyze key performance indicators for technical support operations.
15. Prepare regular reports on support performance and customer satisfaction.

Qualifications:

• Bachelor's degree in Mechanical Engineering, Thermal Engineering, Thermal Dynamics, or a related field, or equivalent experience.
• More than 5 years of experience in technical support, with a strong focus on thermal products.
• Strong technical skills in thermal products, including Direct Expansion, Chilled water, Liquid Cooling System.
• Experience and knowledge of Vertiv thermal product is a plus.
• Excellent problem-solving and troubleshooting skills.
• Strong communication, interpersonal, and leadership skills.
• Ability to work independently and as part of a team, interpersonal skills, professional, reliable.
• Proficiency in using technical support tools and software.
• Strong skill sets: Customer service skills, Troubleshooting Skills, Safety minded, Microsoft Office and web-based technology, Mechanical aptitude.
• Experience in managing a technical support team is a preference