APAC Customer Solutions Enablement Lead

ScentAir Technologies, LLC; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

ScentAir is seeking an APAC Customer Solutions Enablement Manager (Engineering Background Preferred) to lead service excellence across APAC, driving field service performance and managing service partners from Hong Kong. You will shape customer experiences by solving complex service challenges and improving operational workflows.

The role requires strong leadership and cross-functional collaboration across Sales, Technical Services, and operations.

Qualifications

• Bachelor's degree in Business Administration, Engineering, Facility Management, or related discipline is required.
• Minimum 5 years of relevant experience in scenting solutions, indoor air quality management, facility management, recurring services or related customer-facing service environment.
• Proven experience managing third-party service contractors, field service teams, or outsourced technical service partners.
• Excellent stakeholder management and communication skills; able to explain complex topics to technical and non-technical audiences.
• Strong analytical, problem-solving, and leadership capabilities with a track record of driving service improvements.

Responsibilities

• Lead and manage outsourced technical services contractors to ensure high-quality, timely customer support.
• Optimize service resource deployment through route planning, workforce allocation, and cost control.
• Establish and enforce standardized service protocols to ensure compliance with company standards.
• Evaluate contractor and in-house service performance using data and KPIs.
• Develop and implement training and upskilling initiatives to maintain service standards.
• Oversee customer inquiries, complaints, escalations, and resolution of complex service issues.
• Collaborate with Sales, Technical Services, and cross-functional teams to enhance customer experience.

Skills

Contractor management

Stakeholder management

Service leadership

Communication skills

English & Chinese

Education

Bachelor's degree in Business Administration, Engineering, Facility Management, or related discipline

Job description

ScentAir is seeking an APAC Customer Solutions Enablement Manager (Engineering Background Preferred) to lead service excellence across APAC, driving field service performance and managing service partners from Hong Kong. You will shape customer experiences by solving complex service challenges and improving operational workflows.

The role requires strong leadership and cross-functional collaboration across Sales, Technical Services, and operations.