About the role

AI summarised

The Manager, Customer Support oversees technical support and field service operations for MTU and Detroit Engines across the APAC region. Responsibilities include supervising installation and commissioning, coordinating with OEMs and service partners, evaluating warranty claims, providing diagnostic guidance, and supporting sales and failure analysis teams. The role requires strong technical knowledge of industrial engines, field service coordination, and cross-functional collaboration.

AerospaceOnsiteServices

Key Responsibilities

Clarify technical requirements for all MTU & Detroit Engines and systems
Provide technical support including troubleshooting problems with distributors, service partners, OEMs, and customers
Supervise installation and commissioning work for all MTU & Detroit Industrial engines in the region
Conduct installation and commissioning discussions with relevant MTU support groups, including pre-installation checks
Review relevant service information pertaining to MTU & Detroit Engines industrial products
Review P&IDs, installation reports, and travel reports related to commissioning and field service work
Evaluate all data and reports supplied pertaining to commissioning, breakdown, and field repairs on application engines
Supply diagnostic processes to OEMs, service partners, distributors, and customers to resolve issues
Coordinate field work and service recovery with local service partners and distributors
Provide on-site investigations and troubleshooting in the APAC region when required
Support warranty claims evaluation and provide justification for approval and rejection according to PSPM
Provide leads and support to the Sales Department

Requirements

Experience in technical support for industrial engines or power systems
Knowledge of MTU and Detroit Engines industrial products and applications
Ability to supervise installation and commissioning activities
Experience reviewing service documentation such as P&IDs, installation reports, and field reports
Skill in evaluating technical data from breakdowns, field repairs, and commissioning events
Capability to develop and supply diagnostic processes to external partners
Experience coordinating field service recovery with distributors and service partners
Familiarity with warranty claims processes and PSPM guidelines
Ability to collaborate with sales and failure analysis teams
Willingness to travel and provide on-site support in the APAC region
Strong communication and coordination skills with OEMs, distributors, and internal teams
Experience in technical reporting and data evaluation
Understanding of industrial engine systems and field service operations
Ability to assist with diagnostics across multiple applications as needed