APAC Customer Support Leader — 24/7 Global Ops

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

Job summary

Wärtsilä Corporation in Singapore seeks aManager, Customer Support APAC to lead and optimise regional customer support operations. The role focuses on 24/7 global coverage, backlog management, and cross-functional collaboration with Product, R&D and Sales.

Strong leadership, English fluency and a data-driven mindset are essential. The successful candidate will drive continuous improvement, manage escalations, and partner with distributors and service partners to enhance service levels across

Qualifications

• Bachelor’s degree in engineering or business management.
• 5+ years’ work experience in a similar role, preferably in marine electronics or shipping.
• Proven people-management and leadership experience in customer support or service operations.
• Strong operational mindset with ability to manage priorities, capacity, service performance and escalations.

Responsibilities

• Lead and develop the APAC Customer Support team, ensuring strong performance and accountability.
• Own regional customer support performance, including backlog, response and resolution times.
• Ensure 24/7 global support coverage and effective handovers between APAC, EMEA and Americas.
• Act as regional escalation manager for high-impact issues, coordinating across teams.
• Prioritize workload and allocate resources to balance urgent needs and SLAs.
• Build relationships with key customers and internal stakeholders.
• Drive continuous improvement and adoption of new support tools and processes.
• Collaborate with Product, R&D, Sales and partners to improve supportability.
• Use KPIs to identify problems and drive corrective actions.

Skills

People management

Data-driven decision making

English proficiency

Cross-functional collaboration

Change management

Operational planning

Customer service orientation

Education

Bachelor’s degree in engineering or business management

Tools

CRM

Case-management systems

AI-enabled tools

Job description

Wärtsilä Corporation in Singapore seeks aManager, Customer Support APAC to lead and optimise regional customer support operations. The role focuses on 24/7 global coverage, backlog management, and cross-functional collaboration with Product, R&D and Sales.

Strong leadership, English fluency and a data-driven mindset are essential. The successful candidate will drive continuous improvement, manage escalations, and partner with distributors and service partners to enhance service levels across