Technical Services Manager, APAC

3 weeks ago


Singapore Johnson Controls Full time

Job Summary:

The Technical Services Manager, APAC will provide leadership to and oversee the company's Technical Services department in the Asia Pacific region. This role is responsible for developing, managing, and implementing the strategic plan to provide world-class technical service to our customer base, aligning with the APAC FSP Business strategy.

Key Responsibilities:

  • Manage and mentor direct reports to ensure that all employees in the department maximize their performance individually and collectively to meet or exceed department, function, and company goals.
  • Develop and deliver relevant training services content that meets market requirements and opportunities for live training sessions, e-learning, and webinars.
  • Responsible for the availability and condition of training materials and samples for relevant training sessions across training locations.
  • Provide technical support to Sales, IS, BD, and Customers for the full product range of Special Hazards, Water & Mechanical & Foam products.
  • Lead large multidisciplinary projects and coordinate team activities to support sales.
  • Provide advice and support projects by applying JCI solutions according to international codes and standards.
  • Write technical letters on customer requests for specific issues and solutions.
  • Develop and enhance services assets and refine methods of delivery to meet customers' evolving needs.
  • Develop solutions/tools to meet technical requirements of customers and sales teams.
  • Work closely with regional technical sales support and align on used tools and processes.

Requirements:

  • 5 to 10 years' experience successfully leading a customer support organization for a product manufacturing company, with experience and knowledge of the Fire Protection Industry.
  • Demonstrated ability to lead efforts to meet or exceed company and organizational goals through individual efforts and effectively managing, motivating, and developing staff.
  • Strong customer-facing and customer management skills.
  • Demonstrated ability to be a subject matter expert for technical support methods and processes, possessing in-depth knowledge of technical support principles and practices that drive outstanding customer satisfaction and retention.
  • Experience with support strategy for multiple delivery modalities, including email, social media, customer portals, etc.
  • BS Degree in technical curriculum required.

What We Offer:

  • Competitive salary in a multinational company environment.
  • Comprehensive benefits package.
  • On-the-job/cross-training opportunities.
  • Encouraging and collaborative team environment.
  • Dedication to safety through our Zero Harm policy.


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