Technical Support Supervisor / Manager (Air-Cond, Singapore)

Samsung Asia Pte Ltd; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading technology company is looking for an experienced HVAC Engineer to join their team in Singapore as a Technical Support Supervisor/Manager. The role involves providing technical support for air conditioning products, training internal teams, and ensuring product quality. Ideal candidates should possess a minimum of 10 years' experience in a related service role, strong leadership skills, and be customer-oriented. This position emphasizes teamwork and communication across international teams.

Qualifications

• Minimum of 10 years’ experience in a service role in technical/mechanical engineering.
• Strong technical skills with HVAC knowledge.
• Ability to work in complex and international environments.

Responsibilities

• Provide technical support for air conditioning products and control systems.
• Train internal teams or external installers.
• Handle incoming enquiries requesting technical support.

Skills

Technical Support

Leadership

Problem Solving

Communication

Time Management

Education

Bachelor's degree in engineering or related discipline

Degree in air conditioning or refrigeration preferred

Job description

Position Summary

We are seeking a highly motivated and experienced HVAC Engineer to join our team as a Technical Support Supervisor / Manager. The ideal candidate will possess strong Tech Support who is service-oriented, with strong technical skills and a passion for climate comfort.

As an AC Tech Support Expert, he/she will be responsible for providing technical product knowledge and support for air conditioning products and control systems for the Singapore market. He/she will provide in-depth analysis of product and installation failure, and solutions to ease such situation, instantly and systemically. In this role, he/she will have to work closely with our Customer Service team in Singapore, and the regional technical teams located in Singapore and South Korea.

Role and Responsibilities

• Technical support to solve (structural) issues for air conditioning products or control systems.
• Provide technical training to our internal teams and/or external installers.
• Handling incoming enquires (calls / emails) requesting for technical support (service / maintenance)
• Align the training planning with the sales objectives and new product launching.
• Develop and implement control solutions, ensuring optimal performance and reliability.
• Provide technical support and maintenance services for existing systems, addressing issues promptly and efficiently.
• Work closely with Service Department/Partner to follow-up on service enquiries.
• Ensure a high level of product quality by continuous monitoring and setting up early warning systems related to quality issues of products, installation, commissioning, or maintenance.
• Define and execute improvement plans to ensure our high level of product quality.
• Organize monthly quality follow-up meetings.
• Support installers and partners on operational activities, including providing guidance on installations or on-site technical support.
• Collect ‘Voice of Customer’ product and service improvements for air conditioners & controls systems and share with our Product Management department.
• Lead a junior Technical Service Engineer in achieving a positive post sales experience.

Skills and Qualifications

• A minimum of a bachelor’s degree in engineering or related discipline; degree in air conditioning or refrigeration preferred
• Minimum of 10 years’ experience in a service role within a technical/mechanical building engineering environment with preferably HVAC knowledge
• Be able to improve established processes based on requests from the field.
• Good time management skills to ensure timely follow-up of enquiries or issues.
• Someone who is used to working within complex matrix and international environments.
• Be able to take responsibility for his/her actions and knows how to enthuse team colleagues.
• A qualified candidate demonstrates strong leadership skills with an ability to support all stakeholders.
• Good communication skills are a necessity towards Headquarters in South Korea and the local country organizations.
• As a person, he/she must be empathetic, service-oriented, customer centric, a real problem solver, confident, creative, and a strong representative of the technical team within the internal organization and towards the external contact persons.

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