Technical Support Supervisor

1 week ago

Singapore Samsung Southeast Asia & Oceania Full time

Technical Support Supervisor / Manager (Air-Cond, Singapore)
Join to apply for the
Technical Support Supervisor / Manager (Air-Cond, Singapore)
role at
Samsung Southeast Asia & Oceania
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 technical support skills, be service-oriented, with robust technical expertise 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 in the Singapore market. The role involves analyzing product and installation failures and providing systemic solutions. The candidate will work closely with our Customer Service team in Singapore and regional technical teams in Singapore and South Korea.
Roles and Responsibilities
Provide technical support to resolve structural issues related to air conditioning products or control systems.
Deliver technical training to internal teams and external installers.
Handle incoming inquiries via calls/emails requesting technical support (service/maintenance).
Coordinate training planning with sales objectives and new product launches.
Develop and implement control solutions to ensure optimal performance and reliability.
Provide maintenance services and support for existing systems, addressing issues promptly.
Collaborate with Service Department/Partners to follow up on service inquiries.
Monitor product quality continuously and establish early warning systems for quality issues related to products, installation, commissioning, or maintenance.
Define and execute improvement plans to uphold high product quality standards.
Organize monthly quality follow-up meetings.
Support installers and partners operationally, including on-site technical support and guidance.
Gather and share 'Voice of Customer' insights for product and service improvements with the Product Management team.
Lead a junior Technical Service Engineer to ensure a positive post-sales experience.
Skills and Qualifications
Bachelor's degree in engineering or a related field; preferred in air conditioning or refrigeration.
At least 10 years of experience in a service role within a technical or mechanical building engineering environment, preferably with HVAC knowledge.
Ability to improve established processes based on field requests.
Excellent time management skills for timely follow-up of inquiries and issues.
Experience working within complex matrix and international environments.
Strong sense of responsibility and ability to motivate team colleagues.
Demonstrated leadership skills supporting stakeholders.
Excellent communication skills, especially with headquarters in South Korea and local organizations.
Empathetic, service-oriented, customer-centric, problem solver, confident, creative, and a strong representative of the technical team.
Additional Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job functions: Sales, Business Development, General Business
Industries: Appliances, Electrical, Electronics Manufacturing, Computers and Electronics Manufacturing
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