After Sales Technical Expert APAC

Socomec; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading electrical engineering firm in Singapore is seeking a Technical Support Manager to provide expertise and support for UPS systems. Responsibilities include managing technical support for subsidiaries, coordinating training sessions, and ensuring quality feedback to HQ. The ideal candidate holds a Bachelor's degree in electrical engineering and has strong technical know-how on UPS systems. This role offers opportunities to enhance processes and improve safety standards.

Qualifications

• Strong technical know-how on UPS systems at expert level.
• Knowledge on measure equipment.

Responsibilities

• Provide technical support to subsidiaries and distributors.
• Animate & support the continuing improvement within the team.
• Deploy and follow escalation process for Key Accounts.
• Ensure compliance with safety procedures.

Skills

Technical support

Problem solving

Communication

Analytical skills

Education

Bachelor’s degree in electrical engineering or related

Tools

UPS systems knowledge

Measurement equipment

Job description

PURPOSE

• Provide to subsidiaries or distributors support for technical matter, service training, support on technical service processes and procedures remotely or on site;
• Drive technical and quality feedback and technical communication from field to HQ and vice versa;
• Animate & support the continuing improvement;
• Deliver expertise on site;
• Ensure corporate process procedures and tools are deployed and used in the subsidiaries
• Ensure that safety policy, procedures, practices, tools, protection are applied everywhere during daily service job.

RESPONSIBILITIES

TAS Technical support management

• Ensure that the technical support provide by Technical Advanced Support (TAS) is given in the right way
• Makes advance technical support by: phone, Socoline, any type of remote connection, or through on field intervention
• Gives contribution to pre sales on project management (big project) on after sales frame;
• Contribute to Local Advanced Support (LAS) Asia network;
• TQI and expertise follow up.
• Defines/deploys methods and operative tools for on field activities, according with market needs and product evolution.
• Early root cause analysis link to HQ evaluation

Escalation management

• Deploys and follows escalation process for International Key Account (IKA) and KA, whole process from site to HQ;
• Gives support and make coordination on incident treatment and escalation process
• Makes proactive visits and site audit for IKA and KA installation based on subs demand.
• Update regularly the TAS manager on open issues from field

Training and Knowledge management

• Makes training course through Socomec Knowledge Empowerment process to LAS on: product (new or evolution), safety, trouble shooting, problem solving, risk-free maintenance procedure;
• Ensures Knowledge management and diffusion process
• Maintain the link with HQ for new products and contribute in DFS (design for service) process

Technical/Quality Feedback management and reporting

• Drive technical and quality feedback and technical communication from field to HQ and vice versa; Animate & support the continuous improvement (DFS)
• Makes technical field feedback analysis and report to HQ;
• Support LAS on "Customer Technical report" editing and technical communication to Customer;

Management of safety equipment’s & measurements tools

• Ensure that status of safety equipment’s (PPE) is kept in good condition according to their use in customer’s environment.
• If not, he must make a request for replacement
• Ensure that our measurement equipment’s remain in conformity to our Metrology request.
• Check on customer site safety conditions before intervention and check on special permissions

REQUIREMENTS

• Bachelor’s degree in electrical engineering or related
• Strong technical know-how on UPS systems at expert level
• Knowledge on measure eq