Technical Support Manager

**Technical Support Manager for Marine LSA/FFA** - Location: North region of Singapore - 5 days work week - Basic $6k - $13k (Depend on skills & experience) **Job Scope: Technical Support Manager for Marine LSA/FFA** **Position Overview**:The Technical Support Manager for Marine Life-Saving Appliances (LSA) and Fire Fighting Appliances (FFA) plays a pivotal role in ensuring the seamless operation of sales, customer support, and technical teams within the marine industry. This position requires a comprehensive understanding of marine safety equipment, strong leadership skills, and the ability to coordinate effectively with cross-functional teams. **Key Responsibilities**: **Product Knowledge and Training**: - Develop and maintain an in-depth understanding of marine life-saving and fire-fighting appliances. - Conduct regular training sessions for sales, customer support, and technical teams to ensure a high level of product knowledge and expertise. - Keep abreast of industry standards, regulations, and technological advancements related to marine safety equipment. **Technical Support**: - Provide technical assistance to customers, sales teams, and technicians regarding the installation, operation, and maintenance of LSA/FFA equipment. - Troubleshoot technical issues remotely or on-site, ensuring timely resolution and mínimal downtime for customers. - Collaborate with the engineering team to address complex technical challenges and optimize product performance. **Customer Support**: - Act as a primary point of contact for customer inquiries, concerns, and service requests related to LSA/FFA equipment. - Manage customer relationships by providing exceptional support, addressing issues promptly, and ensuring customer satisfaction. - Coordinate with the sales team to identify opportunities for upselling or cross-selling products and services based on customer needs. **Quality Assurance**: - Implement and maintain quality assurance processes to ensure compliance with industry standards and regulations. - Conduct periodic audits of product installations, servicing procedures, and customer interactions to identify areas for improvement. - Work closely with the quality control team to address any product defects or performance issues and implement corrective actions. **Team Management**: - Lead and mentor a team of technical support specialists, ensuring their professional development and adherence to company policies and procedures. - Foster a collaborative and supportive work environment that promotes knowledge sharing and continuous improvement. - Allocate resources effectively to meet departmental goals and objectives, including staffing, training, and budget management. **Documentation and Reporting**: - Maintain accurate records of customer interactions, technical support requests, and service activities using CRM software or other designated systems. - Prepare regular reports on key performance metrics such as customer satisfaction, response times, and resolution rates. - Analyze data trends to identify recurring issues, develop actionable insights, and implement process improvements. **Requirement**: - Strong knowledge of marine life-saving appliances, fire-fighting equipment, and associated regulations (e.g., SOLAS, IMO). - Excellent communication skills, with the ability to interact effectively with customers, internal teams, and external stakeholders. - Leadership experience with demonstrated ability to manage teams, prioritize tasks, and drive results. To Apply, kindly click on the "APPLY NOW" button Staffking Pte Ltd (20C0358) | Chong Kar Ming (John) (R21101412)