Senior Manager, Technical & Support

Airswift; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a strategic leader to oversee technical operations in the gas and utilities sector. This role requires a seasoned professional with a strong background in managing technical support operations, ensuring compliance with industry standards, and driving service excellence. The ideal candidate will have over a decade of experience, including significant leadership roles, and will be responsible for guiding teams, implementing policies, and enhancing operational workflows. Join a forward-thinking company dedicated to safety and innovation, where your expertise will directly impact service delivery and customer satisfaction.

Qualifications

• 10+ years in technical operations or field support in gas or energy sector.
• Strong leadership skills with a focus on policy development and compliance.

Responsibilities

• Oversee technical and support operations for gas customers ensuring alignment with goals.
• Lead and mentor managers to achieve service excellence and operational efficiency.

Skills

Strategic Leadership

Technical Operations Management

Gas Distribution Systems Knowledge

Policy Development

Cross-Functional Coordination

Education

Bachelor's degree in Mechanical Engineering

Bachelor's degree in Electrical Engineering

Bachelor's degree in Instrumentation Engineering

Tools

CMMS tools

ITIL

ISO

Six Sigma

Job description

Responsibilities:

1. Provide high-level direction for technical and support operations across residential, commercial, and industrial gas customers, ensuring alignment with organizational goals.
2. Oversee the formulation and enforcement of policies and procedures, ensuring compliance with industry standards and regulatory requirements.
3. Guide operational managers in executing strategic initiatives and achieving service excellence while maintaining operational efficiency.
4. Lead and mentor managers who oversee engineers, field technicians, and support staff, ensuring the teams meet performance and service standards.
5. Drive career development and ensure that training and certification programs are aligned with industry requirements.
6. Provide strategic oversight to ensure effective technical troubleshooting and on-site support for customer installations, gas meters, regulators, and appliances.
7. Ensure that service requests, complaints, and escalations are handled effectively by the team, with a focus on long-term solutions.
8. Collaborate with customer service teams to incorporate technical feedback into broader service improvements.
9. Identify opportunities for improving workflows, fault reporting, and issue resolution processes, delegating implementation to operational managers.
10. Ensure that SOPs, safety protocols, and operational checklists are regularly updated to reflect industry best practices.
11. Monitor service data trends and guide managers in implementing preventive measures for recurring issues.
12. Ensure that technical support operations are fully compliant with internal safety standards, gas regulations, and licensing conditions.
13. Provide strategic oversight for incident investigations, safety audits, and risk assessments, collaborating with managers to implement corrective actions.
14. Promote safety awareness and ensure that field teams follow established work procedures and use of PPE.
15. Act as the key point of communication between technical operations and the Head of Department, providing strategic updates and performance reports.
16. Work closely with Operations, Projects, HSSE, and Customer Service teams to ensure smooth service continuity and support project execution.
17. Guide the preparation of reports on department performance, issue trends, and resource needs for senior management.
18. Oversee the strategic management of external contractors, vendors, and service providers to ensure work quality and adherence to specifications.
19. Recommend and guide the adoption of new tools, technologies, or systems to enhance efficiency and effectiveness.

Experience:

1. Bachelor's degree in mechanical, Electrical, or Instrumentation Engineering, or a related field.
2. 10 years of experience in technical operations or field support within the gas, utilities, or energy sector, with at least 4 years in a managerial or senior leadership role.
3. Strong understanding of gas distribution systems, customer installations, and technical support operations across residential, commercial, and industrial sectors.
4. Proven experience in strategic leadership, policy development, and cross-functional coordination.
5. Familiarity with industry frameworks (e.g., ITIL, ISO, Six Sigma), CMMS tools, and regulatory compliance standards.