APAC Customer Support Leader — 24/7 Global Excellence

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

Job summary

Wärtsilä is seeking a Manager, Customer Support APAC to lead and scale the APAC support team from Singapore, ensuring service performance and customer satisfaction across regions. The role focuses on continuous improvement, CRM usage, and collaboration with Product, R&D and Sales to support maritime customers.

Permanent position based in Singapore with potential travel across APAC; strong English communication and leadership experience are essential for success.

Qualifications

• Bachelor’s degree in engineering or business management.
• Min. 5 years’ work experience in a similar role, with prior experience in marine electronics or a shipping-related environment
• Proven people-management and leadership experience, preferably leading a customer support, technical support or service operations team.
• Strong operational mindset with demonstrated ability to manage priorities, capacity, service performance and escalations in a complex environment.
• Strong customer orientation and ability to handle difficult customer situations and senior-level escalations calmly and effectively.
• Ability to lead change and continuous improvement, rather than simply maintain existing processes.
• Data-driven approach and comfort using service KPIs, CRM/case-management systems and operational reporting to make decisions.
• Strong cross-functional influencing skills; able to work effectively with Product, R&D, Sales, service partners and global colleagues without relying solely on formal authority.
• Good understanding of technical products/services and ability to learn complex product environments. Maritime, navigation or digital-services experience is an advantage but not necessarily a prerequisite.
• Experience working in an international, 24/7 customer-service environment, ideally across APAC markets.
• Excellent English communication skills; additional relevant APAC languages are an advantage.
• Willingness to travel within the region when required.

Responsibilities

• Lead and develop the APAC Customer Support team, ensuring strong performance, engagement, competence development and clear accountability.
• Own regional customer support performance, including case backlog, response and resolution times, service quality and customer satisfaction.
• Ensure effective 24/7 global support coverage, capacity planning and handovers between APAC, EMEA and Americas.
• Act as the regional escalation manager for critical or high-impact customer issues, coordinating resolution across Support, Technical Expertise, Product/R&D and other relevant stakeholders.
• Prioritize regional workload and allocate resources effectively, balancing urgent customer needs, contractual/SLA commitments and available capacity.
• Build strong relationships with key customers and internal stakeholders and represent the voice of APAC customers and Support in cross-functional discussions.
• Drive continuous improvement, standardization, automation and adoption of new support tools/processes, including CRM and AI-enabled ways of working.
• Work closely with Product Management, Technical Expertise, Sales/Contract Management, distributors/service partners and other regional support teams to improve supportability and prevent recurring issues.
• Use operational data and KPIs to identify problems, drive corrective actions and continuously improve the effectiveness and scalability of the regional support organization.

Skills

People management

English proficiency

Cross-functional

Leadership

Travel willingness

Education

Bachelor’s degree in engineering or business management

Tools

CRM systems

AI-enabled tools

Job description

Wärtsilä is seeking a Manager, Customer Support APAC to lead and scale the APAC support team from Singapore, ensuring service performance and customer satisfaction across regions. The role focuses on continuous improvement, CRM usage, and collaboration with Product, R&D and Sales to support maritime customers.

Permanent position based in Singapore with potential travel across APAC; strong English communication and leadership experience are essential for success.