Senior Executive Technical Service

CITAGLOBAL BERHAD; Seri Kembangan; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading engineering firm in Malaysia is seeking a Technical Support Lead to oversee technical resolution and enhance customer satisfaction. The ideal candidate will possess a Bachelor's degree in Mechanical or Electrical Engineering, with 5-8 years of relevant experience, and a strong ability to communicate complex technical issues effectively. Responsibilities include managing technical relationships, mentoring the support team, and collaborating with engineering departments to drive product improvements. Attractive compensation package will be offered.

Qualifications

• 5-8 years of experience in technical support or hands-on engineering.
• Experience in power generation, marine, or industrial equipment is preferred.
• Knowledge of Zone 2 equipment systems is an advantage.

Responsibilities

• Lead complex technical issue resolution.
• Manage technical relationships with key customer accounts.
• Act as a liaison between support and engineering teams.
• Analyze support case trends for process improvement.

Skills

Strong communication

Advanced Problem-Solving

Leadership & Mentorship

High Emotional Intelligence

Project Management

Education

Bachelor’s degree in Mechanical/Electrical Engineering

Job description

REPORTING TO : HEAD OF OPERATIONS

JOB PURPOSE : Lead technical team to ensure highest level of customer satisfaction and product reliability by providing expert level technical support, leading complex issue resolution, acting as a critical bridge between customers, internal engineering teams, and the business to drive product improvement and retention.

Key Responsibilities

Expert Technical Resolution & Leadership

• Serve as the highest level of escalation for critical, complex, or chronic technical issues that frontline support cannot resolve
• Lead the diagnosis, troubleshooting technical issues that frontline support cannot resolve.
• Develop and document advanced solutions, workarounds, and best practices for recurring problems.
• Mentor and coach the technical support team mechanic/electrician/technician

Customer Relationship & Strategic Partnership

• Manage technical relationships with key or strategic customer.
• Translate complex technical concepts into clear business impacts for customers and internal stakeholders
• Proactively risks in customer deployments and guide them towards stable, optimized usage of the product/service
• Drive customer retention through exceptional service and building trust as a technical expert.

Internal Collaboration & Voice of the Customer

• Act as a primary liaison between the customer-facing support organization and internal R&D/Engineering/Product Management teams
• Synthesize customer feedback and technical data to advocate for bug fixes, feature improvements, and product enhancements
• Create detailed technical reports and bug filings to accelerate the engineering resolution process.

Process & Knowledge Improvement

• Lead or contribute to projects that improve support tools, processes, and knowledge base quality
• Analyze support case trends to identify areas for proactive support, training or documentation updates
• Develop and deliver advanced technical training sessions for both internal teams and customers

Requirements

Qualification

• Bachelor’s degree in Mechanical/Electrical Engineering, or a related field
• Minimum 5-8 years’ experience in technical support, field service or a hands‑on engineering role, with a clear progression to complex problem solving.
• Preferably in power generation, oil & gas, marine, industrial equipment, electrical systems, or engineering services. Zone2 equipment system knowledge is advantage

Knowledge

• Electrical and mechanical principles related to power generation systems.
• Familiarity with genset operation, load testing and commissioning procedures.
• Understanding of safety regulations and industry standards for electrical and mechanical installations.
• Deep, hands‑on expertise on the genset / air‑compressor especially on Zone 2 system.

Skills

• Strong communication, negotiation, and customer‑facing consultancy.
• Advanced Problem‑Solving & Analytical thinking – Ability to deconstruct highly complex, intermittent, or systemic issues under pressure.
• Leadership & Mentorship – Ability to lead resolution bridge, mentoring the team and influence without formal authority.
• High Emotional Intelligence & Diplomacy – Manage stress, de‑escalates tense situations and navigates internal politics to get things done for the customer.
• Project Management – Basic skills to run small improvement projects.

Only shortlisted applicants will be notified.