Manager, Customer Support APAC

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 a world leader in marine technology and leading the industry's transformation towards a decarbonised and sustainable future. With the world’s widest portfolio and service network, we – Wärtsilians - deliver efficient, safe and sustainable integrated products and solutions to enhance the business of our customers. The opportunities presented through digitalisation and new technologies are offering a new era of shipping. Did you know that shipping is the world’s most efficient mode of transportation and that 88% of the world's trade is carried by sea?

We want to change the course towards an interconnected and cleaner maritime future and are constantly on the lookout for future-oriented talent to join our team and to work towards enabling sustainable societies through innovation in technology and services - together. Are you ready to jump onboard?

We are now seeking a Manager, Customer Support APAC to join our team working for a better future. The position is permanent and the preferred location is Pandan Cresent in Singapore.

What You Will Be Doing

• 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.

To be successful in this role, we expect you to have:

• 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.

Above all, we are looking for a strong, proactive regional leader who takes ownership, develops the team, anticipates problems and drives measurable improvements in customer service — not simply an experienced technical specialist or case manager.

Why you and us

All our employees are encouraged to utilise the variety of training activities, learning solutions and self-study materials that we have to offer which supports the opportunity to further develop your talents and competencies within a very global working environment, in an ambitious and growth orientated organisation.

At Wärtsilä we value, respect and embrace all our differences, and are committed to diversity, inclusion and equal employment opportunities; everyone can be their true self and succeed based on their job-relevant merits and abilities.

Last application date: 22/09/2026

Please note that according to Wärtsilä policy, voluntary consent for a security check may be required from candidates being considered for this position, depending on the applicable country.

This is Wärtsilä

Wärtsilä is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets. Our team of 18,300 professionals, in more than 230 locations in 77 countries, shape the decarbonisation transformation of our industries across the globe. Read more on www.wartsila.com.

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