Aftersales Technical Lead, LWT APAC

LIXIL; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

LIXIL Singapore is seeking an experienced head of Aftersales Technical Operations to deliver comprehensive support across Singapore and Malaysia. You will oversee technical operations for Retail, Commercial Projects, and Authorized Partners, driving permanent high-quality solutions.

You will lead, mentor, and develop the technical team, manage spare parts lifecycle, and optimize inventory while auditing and upgrading the local service partner network to ensure SLA compliance.

Qualifications

• 5–7 years in technical service management or related field.
• Experience leading technical teams and coaching staff.
• Strong problem-solving and analytical skills.
• Familiarity with Singapore market and commercial real estate/developers helpful.

Responsibilities

• Oversee end-to-end technical operations across Singapore and Malaysia.
• Lead TA team to meet SLAs and drive service quality.
• Manage parts inventory, lifecycle, and vendor onboarding.
• Develop training and career development plans for staff.

Skills

Team Leadership

Technical Troubleshooting

CRM Salesforce

Project Management

Education

Diploma/Bachelor in Engineering

Tools

Salesforce

Microsoft Office

Job description

Asia Singapore LIXIL International Pte Ltd Employee Assignment Not remote Full Time 3 August 2026

Role Objective

This position is expected to provide comprehensive technical support and operational execution for Aftersales operations across both Singapore and Malaysia

End-to-End Technical Operations

Fully responsible for overseeing technical operations across all localized service channels (Retail, Commercial Projects, and Authorized Distribution Partners) to deliver permanent, high-quality solutions.

People Leadership & Talent Development

Lead, mentor, and build the capabilities of the internal technical team, actively driving performance management, coaching, and long-term career development plans.

Parts Inventory & Technical Lifecycle

Managing the local technical lifecycle of spare parts—from technical failure-rate analysis and system registration to optimizing inventory availability.

Vendor & Partner Management

Auditing, developing, and upgrading the local service partner network to ensure maximum SLA compliance and technical excellence.

Key Responsibilities / Duties & Responsibilities

Service Delivery Strategy & Local Operations

• Multi-Channel Execution: Tailor and execute distinct technical service models for Singapore’s core channels: Commercial Projects, Developer Accounts, and Retail Consumers.
• Infrastructure & Resource Readiness: Audit and ensure that local service partners and internal technicians possess the required tools, proper safety equipment (EHS), and localized initial spare parts stock.
• Vendor Onboarding: Evaluate, recruit, and onboard local specialized contractors and service partners to adapt to shifting market demands.

Service Operations & SLA Management

• Daily Operations Oversight: Direct and lead the Technical Advisor (TA) team to consistently meet and exceed strict SLA targets (Response & Resolution Time).
• End-to-End Complaint Architecture: Ensure strict adherence to the disciplined standard operating procedures for ticket resolution:
• Intake & Analysis: Ensure comprehensive technical data collection (photos, videos, chronology) to diagnose root causes accurately.
• Solution Architecture: Formulate step-by-step troubleshooting guidelines, mobilize correct parts, and leverage technical reference videos.
• First-Time Fix Optimization: Prioritize remote diagnostic guidance and product education as an efficient first step before deploying field visits.

Service Delivery Strategy & Local Operations

• Multi-Channel Execution: Tailor and execute distinct technical service models for Singapore’s core channels: Commercial Projects, Developer Accounts, and Retail Consumers.
• Infrastructure & Resource Readiness: Audit and ensure that local service partners and internal technicians possess the required tools, proper safety equipment (EHS), and localized initial spare parts stock.
• Vendor Onboarding: Evaluate, recruit, and onboard local specialized contractors and service partners to adapt to shifting market demands.

Service Operations & SLA Management

• Daily Operations Oversight: Direct and lead the Technical Advisor (TA) team to consistently meet and exceed strict SLA targets (Response & Resolution Time).
• End-to-End Complaint Architecture: Ensure strict adherence to the disciplined standard operating procedures for ticket resolution:
• Intake & Analysis: Ensure comprehensive technical data collection (photos, videos, chronology) to diagnose root causes accurately.
• Solution Architecture: Formulate step-by-step troubleshooting guidelines, mobilize correct parts, and leverage technical reference videos.
• First-Time Fix Optimization: Prioritize remote diagnostic guidance and product education as an efficient first step before deploying field visits.
• Specialized Project & Commercial Handling: Commercial/Developer Projects: Oversee pre-installation kick-off meetings, provide on-site installation supervision, and manage technical handovers to premium clients
• Resource Optimization: Reduce logistical and operational costs by maximizing remote resolution capabilities

People Management & Leadership

• Team Leadership & Mentorship: Act as a hands-on leader and technical mentor for the Technical Advisor (TA) team, fostering a culture of continuous learning, accountability, and technical excellence.
• Performance Management & Appraisals: Drive structured performance conversations, establish clear individual KPIs, and conduct regular performance reviews to ensure team alignment with company goals.
• Coaching & Upskilling: Conduct regular 1-on-1 coaching sessions to address technical hurdles, improve customer handling soft skills, and elevate individual problem-solving capabilities.

Parts & Inventory Management (Technical Lifecycle)

• Technical Product Analysis: Evaluate new product rollouts to establish mandatory spare parts lists, register items into the local ERP/inventory system, and determine initial stocking levels.
• Demand Planning & Mitigation: Analyze local failure rates and product damage patterns to forecast ideal inventory levels, balancing a high Fill Rate against the risk of Dead Stock.
• Stock Reliability: Partner with supply chain team to ensure the physical availability of ready-stock components in the local warehouse to secure service reliability.

Technical Quality & Customer Satisfaction

• Quality Assurance: Guarantee that all technical field interventions yield a permanent, complete fix to eliminate recurring complaints.
• Customer Feedback Collection: Drive the technical team and field partners to actively capture customer satisfaction scores and feedback immediately post-resolution.
• On-Site Preventive Education: Mandate that field technicians educate clients on proper product maintenance and usage during site visits to reduce future wear-and-tear issues.

Compliance, Risk Management & Digital Transformation

• Technical Feedback Loop: Act as the local bridge to Quality Assurance, R&D, and Manufacturing teams by compiling comprehensive Technical Quality Reports on recurring defects or design improvements.
• Digital Ecosystem Adoption: Ensure 100% data integrity and real-time discipline by the technical advisor team using the digital service platforms (Salesforce Desktop, Field Service Lightning App, and Partner Portals).

Key Performance Indicators (KPIs)

• Technical SLA Achievement: % of tickets resolved successfully within the standard timeline (On-time Resolution).
• Technical CSAT: Customer Satisfaction Score specific to technical capability and solution quality.
• First-Time Fix Rate / Zero Re-work: % of complaints permanently resolved in a single intervention.
• Spare Parts Fill Rate: % availability of critical and mandatory spare parts stock in the local warehouse.
• Team Retention & Engagement: Turnover rate within the technical team and overall team engagement scores.

Job Qualifications and Requirements

Higher Nitec, Diploma or Bachelor’s degree in Engineering (Mechanical, Electrical, Civil, Industrial) or a related technical discipline.

Experience

• Minimum of 5-7 years of experience in Technical Service Management, Field Engineering, or Technical Project Management within a fast-paced environment.
• People Leadership: At least 2–3 years of direct experience managing, mentoring, and developing technical teams, including engineers and technical advisors.
• Proven track record in developing and delivering technical training curricula for complex mechanical/hardware products.
• Experience navigating commercial real estate developers, main contractors, and premium retail clients in Singapore

Skills

• Empowering & Guiding (Leadership Core): Strong team capability-building, mentorship, training execution, performance management, and network performance management.
• Ontime (Service Completion): Advanced analytical troubleshooting, resource planning, and field vendor management.
• Proficiency in CRM tools (Salesforce) and Microsoft Suite Office/Google Workspace.
• Navigating (Customer Interactions): High emotional intelligence for problem-solving, structured technical report writing, and stakeholder education

Work Conditions

Aftersales Office in Singapore