Field Support Manager 售后技术服务经理(新马)

Job purpose

We are seeking an experienced Field Support Manager to lead technical support, on-site troubleshooting, distributor training, and service operations in Singapore and Malaysia. This role is responsible for ensuring timely installation, repair, and maintenance of products, while building strong collaboration with sales partners to deliver high-quality after-sales service.

诚聘一名经验丰富的售后技术服务经理(新马),负责新加坡及马来西亚的技术支持、现场故障排查、经销商培训及售后服务运营。该职位需确保安吉尔净水产品的安装、维修和维护及时到位,并与销售合作伙伴紧密协作,共同提供高质量的售后服务。

Job Responsibilities 职位职责

Technical Support & Service Delivery

• Provide after-sales support, troubleshooting, and maintenance for residential, commercial, and industrial customers.
  
  为住宅、商业及工业客户提供售后支持、故障排查与维护服务
• Deliver timely on-site service and repair, manage warranty and escalation processes.
  
  提供及时的上门维修,管理保修流程及客户升级问题。
• Perform installation, troubleshooting, repair, and replacement of water purification systems.
  
  执行净水系统的安装、故障排查、维修与更换。
• Handle customer complaints and coordinate returns/replacements to ensure customer satisfaction.
  
  处理客户投诉,协调退换货流程,确保客户满意度。

Distributor Training & Enablement

• Conduct product and service training for sales teams at partner companies 为合作伙伴公司的销售团队提供产品与服务培训。
• Prepare technical documentation (such as operation manuals, FAQs), training manuals, service guides, and demonstration procedures to meet local market needs. 编写技术文档(如操作手册、FAQ)、培训手册、服务指南及演示流程,满足本地市场需求。

Service Network & Operations

• Build and manage local service teams and third-party providers, including spare parts logistics.
  
  建立并管理本地服务团队及第三方服务商,包括备件物流。
• Monitor KPIs (response time, customer satisfaction, repeat service rates) and drive improvements.
  
  监控关键指标(响应时间、客户满意度、重复服务率),并推动持续改进。
• Collect and analyze after-sales data (issue types, resolution rates, response times) and propose service process improvements.统计和分析售后问题类型、解决率和响应时效,并提出服务流程优化建议。
• Collaborate with R&D and Quality teams to feedback product issues and support continuous improvement.与研发和质量部门协作,反馈产品问题,推动持续优化。
• Develop contingency plans and coordinate resources to respond to emergencies (e.g. product batch issues, service crisis).制定应急预案并协调资源应对突发事件(如批量产品问题、服务危机)。

Regulatory Compliance & Market Insights

• Ensure operations comply with Singapore and Malaysia standards 确保服务运营符合新加坡及马来西亚法规
• Conduct competitor analysis and adjust service strategy accordingly. 进行竞争对手分析,并及时调整服务策略。

Customer Relations & Brand Representation

• Handle escalated customer concerns and ensure service excellence.处理客户升级问题,确保高质量服务。
• Support marketing/sales events (roadshows, exhibitions) by providing technical expertise. 在市场活动(路演、展会等)中提供技术支持,提升品牌形象。

Job Requirements 职位要求

• Bachelor's degree or above in Engineering (Mechanical, Electrical, Automation, or related field; 本科及以上学历,工程类专业(机械、电气、自动化等相关专业)

• Minimum 5 years' after-sales service, technical support, or service management experience in water purification, HVAC, appliances, or related industries. 至少5年售后服务、技术支持或服务管理经验,优先考虑净水、暖通、家电或相关行业背景。

• Strong hands-on technical knowledge of water filtration systems, with training experience preferred.具备净水系统安装、故障排查及维修的实际动手能力。
• Familiar with consumer rights regulations and after-sales service policies in Singapore and Malaysia to ensure compliance.熟悉新加坡、马来西亚的消费者权益法规及售后服务政策,确保服务合规性。
• Excellent communication and interpersonal skills; ability to work with cross-border partners.具备优秀的沟通及人际交往能力,能与跨国合作伙伴协作。
• Fluent in English to liaise with local customers and partners. Proficiency in Chinese and/or Malay is an advantage to communicate with regional stakeholders. 流利英语(与本地客户和合作伙伴沟通);会中文或马来语者优先(便于与区域客户/合作方沟通)。
• Experience covering both Singapore and Malaysia markets is preferred.有负责新加坡及马来西亚市场经验者优先。
• Customer-focused, detail-oriented, and results-driven.以客户为中心,注重细节,结果导向。