APAC CUSTOMER SOLUTIONS ENABLEMENT MANAGER (Engineering Background Preferred)

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

At ScentAir, we elevate experiences for diverse businesses—from hotels and airports to retail, gyms, and spas —through our innovative scent solutions. Partnering with iconic brands like Marriott, Westin Resorts, Crown Resorts, and Zara Home, we harness the power of scent to transform environments and enrich customer experiences. Join over 50,000 satisfied clients in more than 120 countries and discover how our captivating fragrances can enhance your brand.

Ready to learn more? Visit us at: https://scentair.com/

APAC CUSTOMER SOLUTIONS ENABLEMENT MANAGER (Engineering Background Preferred)

We're looking for an APAC Customer Solutions Enablement Manager to lead service excellence across APAC. In this high-visibility role, you'll drive field service performance, manage service partners, solve complex customer challenges, and help shape an exceptional customer experience across the region.

LOCATION: Hong Kong

KEY RESPONSIBILITIES

• Lead and manage outsourced technical services contractors to ensure consistent, high-quality, and timely customer support.
• Optimize service resource deployment through effective route planning, workforce allocation, and cost control.
• Establish and enforce standardized service protocols to ensure compliance with company standards and a consistent customer experience.
• Evaluate contractor and in-house service team performance using operational data, customer feedback, and key performance metrics.
• Develop and implement performance improvement plans, refresher training, and upskilling initiatives to maintain high service standards.
• Oversee customer inquiries, complaints, escalations, and the resolution of complex service issues.
• Analyze complex technical and operational challenges, develop practical solutions, and communicate key insights clearly to stakeholders, both verbally and in writing.
• Collaborate with Sales, Technical Services, and cross-functional teams to enhance the customer experience and strengthen long-term relationships.
• Contribute to operational strategy and continuous improvement initiatives across the APAC region.

QUALIFICATIONS & REQUIREMENTS

• Bachelor's degree in Business Administration, Engineering, Facility Management, or a related discipline
• Minimum 5 years of relevant experience in scenting solutions, indoor air quality management, facility management, recurring services or a related customer-facing service environment
• Proven experience managing third-party service contractors, field service teams, or outsourced technical service partners
• Solid experience in handling customer expectations, complaints and escalations
• Excellent stakeholder management, interpersonal and communication skills; able to explain complex topics clearly to technical and non-technical audiences
• Strong analytical, critical thinking, and problem-solving skills, especially in complex project or operational environments
• Demonstrated leadership capability, with the ability to guide teams, influence partners and drive service improvements
• Strong business acumen and the ability to connect operational improvements with broader strategic goals
• High proficiency in written and spoken English and Chinese, including Putonghua and Cantonese
• Willingness to travel within the region and join conference calls across different time zones when required.

ScentAir offers the right candidate a competitive salary, benefits, and career development.

ScentAir is an Equal Opportunity Employer and commits to creating and maintaining a diverse and inclusive culture where everyone’s skills, experiences, and perspectives are recognized and valued.