Service Support Executive / Senior Service Support Executive

OSIM International Pte. Ltd.; Singapore; On-site; SGD 61,000 - 95,000; Full time

Job summary

OSIM International Pte. Ltd. is seeking a Team Leader for the Technical Service Department in Singapore.

You will lead and coach technicians and support staff to meet KPIs and service standards, while ensuring efficient daily operations and escalation handling. You will coordinate manpower planning, schedules, and job assignments, working with internal teams to resolve issues and improve service delivery; oversight of spare parts, quality, documentation, and KPI reporting will be part of your

Qualifications

• Diploma or Degree in Engineering or a related discipline.
• Minimum 3 years of relevant experience in technical service, after-sales service, repair operations, or service operations.
• Proven experience in leading or supervising a team of technicians or service support personnel.
• Strong leadership, communication, interpersonal, organisational, and problem-solving skills.
• Ability to plan, prioritise, and manage multiple tasks in a fast-paced environment.
• Proficient in Microsoft Office applications
• Customer-focused with a strong commitment to operational excellence and continuous improvement.

Responsibilities

• Lead and support technicians and support staff to achieve departmental KPIs and service standards.
• Monitor team performance, attendance, productivity and work quality, providing coaching where required.
• Support the HOD in managing the daily operations and service standards of the Technical Service Department.
• Coordinate manpower planning, technicians' schedules, job assignments and deployment to ensure timely and efficient service delivery.
• Work closely with internal teams to resolve operational issues and support smooth customer service delivery.
• Serve as the operational escalation point for day-to-day issues by resolving routine operational matters and escalating issues requiring further review or decision-making to the HOD where appropriate.
• Oversee spare parts inventory, stock availability and procurement coordination.
• Monitor repair quality, documentation and service processes, and follow up on corrective actions and improvements.
• Manage departmental administration, service records and KPI reporting.
• Support departmental projects, system enhancements, digitalisation and process improvement initiatives, as well as other duties assigned by the HOD.

Skills

Leadership

Communication

Interpersonal

Organisational

Problem solving

Prioritisation

MS Office

Customer focus

Process improvement

Education

Diploma or Degree in Engineering or related discipline

Job description

Team Leadership

• Lead and support technicians and support staff to achieve departmental KPIs and service standards.

• Monitor team performance, attendance, productivity and work quality, providing coaching where required.

Service Operations

• Support the HOD in managing the daily operations and service standards of the Technical Service Department.

• Coordinate manpower planning, technicians' schedules, job assignments and deployment to ensure timely and efficient service delivery.

• Work closely with internal teams to resolve operational issues and support smooth customer service delivery.

• Serve as the operational escalation point for day-to-day issues by resolving routine operational matters and escalating issues requiring further review or decision-making to the HOD where appropriate.

Spare Parts & Quality

• Oversee spare parts inventory, stock availability and procurement coordination.

• Monitor repair quality, documentation and service processes, and follow up on corrective actions and improvements.

Administration & Improvement

• Manage departmental administration, service records and KPI reporting.

• Support departmental projects, system enhancements, digitalisation and process improvement initiatives, as well as other duties assigned by the HOD.
  

Job Qualifications

• Diploma or Degree in Engineering or a related discipline

• Minimum 3 years of relevant experience in technical service, after-sales service, repair operations, or service operations.

• Proven experience in leading or supervising a team of technicians or service support personnel.

• Strong leadership, communication, interpersonal, organisational, and problem-solving skills.

• Ability to plan, prioritise, and manage multiple tasks in a fast-paced environment.

• Proficient in Microsoft Office applications

• Customer-focused with a strong commitment to operational excellence and continuous improvement.