Regional Support Manager

2 weeks ago


Singapore INTERSYSTEMS SINGAPORE PTE. LIMITED Full time
Roles & Responsibilities

Job Summary

This position is responsible for ensuring an outstanding level of customer service by managing Support staff and working cohesively with peers from other departments across the SEA and China Region. Responsible for proactive planning, support, and organisation of the regional team in accordance with both global and regional requirements. This role supervises both the Support and Services teams.

Responsibilities


• Supervise Support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.


• Work with the other department leads to ensure Support and Services are provided in line with both regional and global strategy and priorities.


• Assist with the identification and setting of KPIs and targets to constantly improve the service offering.


• Gather and analyse metrics to benchmark workload/performance and identify trends in Service Desk related issues.


• Promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customers' satisfaction.


• Provide deep functional and technical application expertise to our clients and other internal departments.


• Work with end-users and partners/providers to minimise impact of service interruptions.


• Ensure proper resolution of any issues as established in the SLA.


• Manage "on-call" support outside of regular business hours as needed.


• Complete special projects as requested and identify areas for improvement.


• Identify repeated issues and partner with regional and core Product and Development teams to progressively improve the product.


• Collaborate with development teams to work through connectivity applications interdependencies.


• Ensure effective flow of communication among management, and staff both within the customer and internally, including proper escalation of issues to various departments and/or management both regionally and globally.


• Ensure operational best practices for all aspects of the Support service.


• Work with product and development teams to continually refine and improve the end-user experience.


• Ensure proper follow-up and documentation in response to all incidents and changes reported.


• Other duties as may be assigned by the department Director.

Experience and Qualifications


• 8 years' experience in an Information Technology Support area


• Previous experience supporting multiple applications, preferably in Healthcare


• Proven leadership ability and the ability and passion to drive cultural change.


• Experience providing support from both service and development perspectives


• Knowledge of software development & support methodologies e.g. ITIL

Education and Training


• Bachelor's degree in Healthcare, Computer Science or a related field

Tell employers what skills you have

basic software support
Leadership
Healthcare
Information Technology
software supporting
Strategy
Software support
Service Desk
hardware and software support
ITIL
Customer Service
Software Development

  • Singapore SATAIR PTE. LTD. Full time

    Job ObjectivesProvide reliable customer support to the worldwide Satair sales force with multi-disciplinary material and logistics related topics that, due to their political, time-critical and/or technical dimension, require customer-oriented focus, extensive knowledge of the Airbus and Satair organization and commercially sound judgement...


  • Singapore ROHDE & SCHWARZ REGIONAL HEADQUARTERS SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesTask: This intern supports the regional marketing team in digital marketing, social media, and marketing operations.Responsibilities:Digital marketing and social media Processing marketing leads Marketing database cleansing, validation and maintenance Generate analytics reports for social ads and marketing activity Assist the team in...


  • Singapore ROHDE & SCHWARZ REGIONAL HEADQUARTERS SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesTask: This intern supports the regional marketing team in digital marketing, social media, and marketing operations.Responsibilities: Digital marketing and social media Processing marketing leads Marketing database cleansing, validation and maintenance Generate analytics reports for social ads and marketing activity Assist the...


  • Singapore Rohde & Schwarz Regional Headquarters Singapore Pte Ltd Full time

    Task: This intern supports the regional marketing team in digital marketing, social media, and marketing operations.Responsibilities:Digital marketing and social mediaProcessing marketing leadsMarketing database cleansing, validation and maintenanceGenerate analytics reports for social ads and marketing activityAssist the team in producing marketing...


  • Singapore Rohde & Schwarz Regional Headquarters Singapore Pte Ltd Full time

    Task: This intern supports the regional marketing team in digital marketing, social media, and marketing operations. Responsibilities: Digital marketing and social media Processing marketing leads Marketing database cleansing, validation and maintenance Generate analytics reports for social ads and marketing activity Assist the team in producing marketing...


  • Singapore Reeracoen Singapore Pte Ltd Full time

    Our client is the market leader in semiconductor test systems and equipment. The incumbent is responsible for providing technical leadership for the Technical Support team in supporting and managing technical escalations and new product introduction (NPI), stabilisations and knowledge transfer of the company's Automated Test Equipment, Device Handling,...


  • Singapore INTERSYSTEMS SINGAPORE PTE. LIMITED Full time

    Roles & ResponsibilitiesJob SummaryThis position is responsible for ensuring an outstanding level of customer service by managing Support staff and working cohesively with peers from other departments across the SEA and China Region. Responsible for proactive planning, support, and organisation of the regional team in accordance with both global and...


  • Singapore INTERSYSTEMS SINGAPORE PTE. LIMITED Full time

    Roles & ResponsibilitiesJob SummaryThis position is responsible for ensuring an outstanding level of customer service by managing Support staff and working cohesively with peers from other departments across the SEA and China Region. Responsible for proactive planning, support, and organisation of the regional team in accordance with both global and...


  • Singapore Airbus Full time

    Job ObjectivesProvide reliable customer support to the worldwide Satair sales force withmulti-disciplinary material and logistics related topics that, due to theirpolitical, time-critical and/or technical dimension, require customer-orientedfocus, extensive knowledge of the Airbus and Satair organization andcommercially sound judgement...


  • Singapore ROHDE & SCHWARZ REGIONAL HEADQUARTERS SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesTask: The Intern, Customer Support will have the opportunity to assist our customers with their problems while using R&S products and services. This role will ultimately help establish our reputation as a company that offers excellent customer support during all sales and after-sales cycle.Responsibilities: Provide assistance to...


  • Singapore ROHDE & SCHWARZ REGIONAL HEADQUARTERS SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesTask: The Intern, Customer Support will have the opportunity to assist our customers with their problems while using R&S products and services. This role will ultimately help establish our reputation as a company that offers excellent customer support during all sales and after-sales cycle.Responsibilities: Provide assistance to...


  • Singapore Eaton Corporation Full time

    What you'll do:If you desire to be part of something special, to be part of a winning team, to be part of a fun team - winning is fun. We are looking forward to a Technical Support Regional Manager - Aftermarket in Eaton's Aerospace , based in Singapore. In Eaton, making our work exciting, engaging, meaningful; ensuring safety, health, wellness; and being a...


  • Singapore Cathay Pacific Full time

    ASD - Airport Services Delivery Singapore Cathay Pacific Application Deadline19 May 2023Company DescriptionLet your passion fly We're proud to be one of the world's leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that's straight from the heart....


  • Singapore Grab Full time

    Job Description:Life at GrabAt Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.Get to know the...


  • Singapore Reeracoen Singapore Pte Ltd Full time

    Our client provides products and solutions in process, building, and factory automation. They are currently looking for a Regional Sales Support Assistant Manager in the Building Automation department. You will be reporting directly to the Senior Manager.- 【 What you will be doing 】 Supports the Senior Manager to interface between our Key Customers and...

  • Regional Manager

    2 weeks ago


    Singapore REMOTE TECH SINGAPORE PTE. LTD. Full time

    Job Overview:The ambitious new sustainable infrastructure label for projects demonstrating significant positive sustainability performance is the result of a public-private initiative and proposes practical and inclusive solutions aimed at fostering sustainable infrastructure as a mainstream and liquid asset class by embedding sustainability across the life...


  • Singapore Canon Full time

    Job DutiesWe are seeking a highly motivated and organized _Regional Service Support Specialist_ to join our team and ensuring the seamless delivery of support services to our global clients in APAC region._About The Role_As the Regional Point of Contact, you will serve as the bridge between global clients, regional technical support, and country level...

  • Regional IT Manager

    2 weeks ago


    Singapore LVMH FRAGRANCES AND COSMETICS (SINGAPORE) PTE LTD Full time

    Position Overview:The IT Regional manager is in charge of maintaining all information technology strategies by not only managing staff, but also researching and implementing technological strategic solutions in the region.Principal Duties and Responsibilities: Manage the existing running IT regional systems and infrastructure in Asia ensuring that Business...


  • Singapore CHARLES TAYLOR ADJUSTING Full time

    Roles & ResponsibilitiesThe RoleCharles Taylor InsureTech is looking for a Group IT Service Delivery Analyst to provide timely and efficient 2nd and 3rd Level support to the organisation’s user community across the APAC region. The Group IT Support Analyst should have extensive experience administrating common services including Windows 10, Office 365,...


  • Singapore CHARLES TAYLOR ADJUSTING Full time

    Roles & ResponsibilitiesThe RoleCharles Taylor InsureTech is looking for a Group IT Service Delivery Analyst to provide timely and efficient 2nd and 3rd Level support to the organisation’s user community across the APAC region. The Group IT Support Analyst should have extensive experience administrating common services including Windows 10, Office 365,...