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Remote Support Services Manager, APAC (CEJB 18 011)

Location: Singapore
Job Type: Permanent
Posted on: 19/01/2018

Job Description:

Our client is a leading global Industrial Automation organisation and currently, they have commissioned us to search for a Remote Support Services (RSS) Manager.  This role will be based in Singapore and have estimated 7-10 direct / (maybe) indirect reports.

This role will lead a team to support AP regions and regional customer service team. 

 

Responsibilities:

 

  • Responsible for the RSS organisation in the region/country, inclusive of budgets, staff and other general management duties.
  • Maintain / Exceed key service performance levels around Telephone Metrics, Service Ticket Management, Knowledge Centred Support and Customer Satisfaction
  • To provide reports and metrics on the operation of the department in alignment with Remote Support Services reporting standards
  • Responsible for strategic organization planning and development; Hiring, retention, performance review, coaching & development of the Technical Support and Remote Monitoring Team
  • Ensure that adequate resources are available in the region to meet the on-going demands in conjunction with the strategic plans and long-term goals of the Connected Services Group & APAC Remote Support Centers
  • Improve customer satisfaction by delivering world class technical support and remote monitoring to our customers through the technical support centers across Asia Pacific

Job Requirements:

  • Experience with industrial automation control engineering
  • Knowledge of computer hardware and peripheral devices
  • Proficient in MS Office applications, Intranet & Internet
  • Degree in a business operational related subject Service or customer Orientation with  technical/engineering discipline
  • Min. 10 Years of relevant experience in a Customer Technical Support Role
  • Possess 5-8 years of Technical / Engineering background Electrical / Automation / Control Engineering
  • Experience in setting up a technical call / service centre and leading a team will be an advantage.
  • Experience in the management of multifaceted teams in a customer support role, Operations Management. 
  • Excellent Verbal & written Communications
  • Willingness to commit outside working hours timing
  • Good workforce planning; and work with other colleagues in calls outside office hours – for meetings and planning of policies and improvement plans etc.

Recruiter Name : Byron Chong Wen Chee (Zhong Wenqi) (R1105998)
Recruiter Email : byronchong@connect-energy.com

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