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

Samsung Electronics America; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

A leading technology company is seeking an experienced HVAC Engineer to join their team as a Technical Support Supervisor / Manager. This role involves providing technical support for air conditioning products, managing service inquiries, and leading a team to ensure quality and customer satisfaction. The ideal candidate should have over 10 years of experience and a strong technical background in HVAC systems.

Qualifications

• Minimum of 10 years’ experience in a service role within a technical/mechanical building engineering environment.
• Ability to improve established processes based on field requests.
• Experience working within a complex matrix and international environments.

Responsibilities

• Provide technical support to solve issues for air conditioning products.
• Handle incoming inquiries requesting technical support.
• Lead a junior Technical Service Engineer to ensure positive post-sales experience.

Skills

Technical support capabilities

Service-oriented

Strong technical skills

Leadership skills

Communication skills

Education

Bachelor’s degree in engineering or related discipline

Degree in air conditioning or refrigeration

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 capabilities, be service-oriented, and have strong technical skills with a passion for climate comfort. As an AC Tech Support Expert, you will provide technical product knowledge and support for air conditioning products and control systems for the Singapore market. You will perform in-depth analysis of product and installation failures and provide solutions quickly and systematically. In this role, you will 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 internal teams and/or external installers.
• Handle incoming inquiries (calls / emails) requesting technical support (service / maintenance).
• Align the training planning with sales objectives and new product launches.
• 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 the Service Department/Partner to follow up on service inquiries.
• Ensure a high level of product quality by continuous monitoring and by setting up early warning systems related to quality issues of products, installation, commissioning, or maintenance.
• Define and execute improvement plans to maintain a 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 and controls systems and share with Product Management.
• 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.
• Ability to improve established processes based on field requests.
• Good time management skills to ensure timely follow-up of inquiries or issues.
• Experience working within a complex matrix and international environments.
• Takes responsibility for actions and can motivate team colleagues.
• Strong leadership skills with the ability to support all stakeholders.
• Good communication skills with Headquarters in South Korea and local country organizations.
• Empathetic, service-oriented, customer-centric, problem solver, confident, creative, and a strong representative of the technical team both internally and externally.