Technical & Service Manager

Spirax-Sarco Engineering; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A global leader in engineered solutions is seeking a Technical and Service Manager in Singapore. The role involves managing technical, project, and service support for assigned accounts, ensuring effective incident management, and driving service improvements. Candidates should have at least 10 years of relevant experience with a degree in engineering. This position offers competitive benefits and opportunities for professional growth in a diverse and inclusive environment.

Qualifications

• Must possess at least a Degree in Engineering (Electrical/Electronic, Mechanical, Mechatronic or equivalent).
• Minimum of 10 years working experience, with at least 5 years in a similar capacity.

Responsibilities

• Manage day-to-day operational Technical, Project and Service Support.
• Ensure effective Incident Management processes are followed.
• Drive Digital service business growth through the digital team.
• Responsible for monitoring service delivery and Service Level Agreements (SLAs).

Skills

Team Management

Technical Support

Project Coordination

Customer Relationship Management

Education

Degree in Engineering (Electrical/Electronic, Mechanical, Mechatronic or equivalent)

Job description

Technical and Service Manager

The Technical and Service Manager is responsible for managing all aspects of day-to-day operational Technical, Project and Service Support. Work closely with all operational areas of their assigned accounts to:

• Management of the Technical Proposals Team, Applications and Survey & Audit Teams.
• Ensure Incident Management processes are followed effectively (escalation and notification).
• Management of the technical and product support process utilising resource from the technical team and ensuring full engagement with
• To strive to provide exemplary technical advice and deliver the best Company Experience to our Customers
• Offering Technical Support to the Field Sales Team and External Customers
• Process management and co-ordination incidents affecting their respective customers, in conjunction with sales team to ensure and prevent reoccurrences of the same issue.
• Monitoring service delivery and Service Level Agreements (SLAs), ensuring that obligations are met, issues escalated and prioritised.
• Working in conjunction with Service Team to identify, implement, and drive service improvements to increase customer satisfaction.
• Handles resource demand forecasting to ensure the company can plan and effectively deliver end-to-end services. Work with respective stakeholders to interpret and plan projects and workload forecasts on an ongoing basis.
• Accountable for account service problems and prioritisation of work requests for their monitoring / specific customers.
• Drive Digital service business growth though SEA digital team
• Work in conjunction with the Service Team to identify, implement, and drive service improvements to increase customer satisfaction.
• To ensure that Spirax’s safety policy is uphold all the time. To ensure that all test equipment is kept within calibration, advising GM that recalibration is required, prior to calibration expiry.
• Any other related or ad hoc tasks as and when assigned by the GM

Technical Skills

• To keepabreast with develop application knowledge through training modules andassessments within sales force development network (Academy).
• To keep up todate on product knowledge / issues through defined product training andjoint visits with service / sales colleagues.
• To identify toCM/GM where additional product or application Training is required.

Service/ Survey delivery

• To liaise withteam to ensure that work is planned efficiently.
• To track and ensureservice / survey provided to customer complies with contractualobligations.
• Ensure thatcustomer is made aware of any outstanding issues and how they will beaddressed, prior to leaving site.
• To accuratelycapture all service / survey data using appropriate technology andsoftware.
• Where problemscannot be resolved, ensure that CM/GM is aware.

Processes

• To ensure thatsurvey Process is followed by team
• To ensure thatany issues or complaints reported are logged using the customer complaintsprocess.
• To work withinexisting business processes suggesting improvements where applicable.
• To identifyand support continuous improvement projects providing exemplary serviceand customer delight across the business.
• To use systemand technology to maximise efficiency.

Tomaximise selling opportunities

• To developrelationships with customer base to better understand and identifycustomer needs, knowing who to contact when the customer requiresinformation they cannot supply.
• To optimisesales opportunities by pre-qualifying potential leads with team.
• Develop anunderstanding of the different customer channels and how their needs arelikely to vary.
• To be mindfulof Spirax Sarco activity costs throughout the selling process.

Requirements

• Candidate must possess at least a Degree in Engineering (Electrical/Electronic), Engineering (Mechanical), Engineering (Mechatronic/Electromechanical) or equivalent.
• At least 10 year(s) of working experience in the related field is required for this position, and with minimally 5 years in a similar capacity.

The Steam Thermal Solutions business is one of three businesses within Spirax Group. Spirax Sarco and Gestra, are our two brands that form Steam Thermal Solutionsand are global leaders in the supply of engineered solutions for the design, provision and maintenance of efficient industrial and commercial steam systems.Steam Thermal Solutions has global coverage across 67 operating units (called OpCos), organised into four Divisions: EMEA, APAC, Americas, Gestra.

Spirax Groupis a FTSE100 and FTSE4Good multi-national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.

Our Purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 165 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones!

Our Purpose, supported by our inclusive culture and Values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.

Everyone is Included at Spirax Group

We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone’s contribution is valued - across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.