About the role
AI summarisedThe Customer Support Manager/Officer for APAC (Marine) serves as the primary technical liaison for customers across the region, providing pre- and post-sales support, coordinating technical resolutions, and ensuring service quality throughout the customer lifecycle. This role involves troubleshooting mechanical and electrical systems, supporting warranty and failure analysis processes, managing service operations, and collaborating with internal teams such as Engineering, R&D, and the Failure Analysis Center. The position requires regional travel, strong communication skills, and the ability to work under pressure during crisis recovery situations.
AerospaceOnsiteServices
Key Responsibilities
- Act as the primary contact for customer queries relating to products, service requirements, and technical issues
- Provide pre-sales and post-sales support, ensuring timely and accurate responses
- Coordinate remote or on-site support as required for troubleshooting, commissioning, product evaluation, and technical resolution
- Assist in diagnostic work including data analysis, failure analysis, and root-cause identification
- Support crisis management efforts by coordinating recovery plans and ensuring minimal customer disruption
- Support installation, commissioning, routine maintenance, repairs, and overhaul activities
- Work with service partners, distributors, and internal technicians to ensure service activities are executed according to standards
- Monitor regional capabilities and capacities, escalating requirements to management where necessary
- Prepare and maintain technical documentation, service reports, troubleshooting logs, and commissioning records
- Ensure proper documentation is submitted for warranty evaluations, claim approvals, and customer case files
- Consolidate customer feedback and operational data to report trends, risks, and improvement opportunities
- Assist with warranty claim evaluation by reviewing technical evidence, service reports, and parts assessments
Requirements
- Diploma or Degree in Electrical, Mechanical, Mechatronic Engineering or other relevant disciplines
- 2–5 years of experience in technical support, service operations, customer service engineering, commissioning, or related roles
- Experience in diesel engines, marine applications, or industrial power systems is highly preferred
- Strong understanding of mechanical/electrical systems and troubleshooting methodologies
- Knowledge of diagnostic tools, data analysis, and root-cause investigation techniques
- Ability to read engineering drawings, service manuals, and technical documentation
- Strong customer-service mindset with the ability to communicate technical concepts clearly
- Good coordination, follow-up, and stakeholder management skills
- Ability to work under pressure, especially during crisis recovery situations
- Proactive, detail-oriented, and able to work independently as well as in a team
- WSQ/HS&E safety certifications or equivalent are an advantage
- Willingness to travel regionally within the APAC region to support service needs
- Comfortable working in a hybrid technical–administrative environment