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Rolls-Royce

Customer Support Manager / Officer, APAC (Marine)

Rolls-Royce
Aircraft MRO & Aviation EngineeringTukang, SingaporeFull-time1 months ago
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About the role

AI summarised

This role is for a Customer Support Manager/Officer at Rolls-Royce Power Systems, providing end-to-end customer service and technical support for marine and industrial products across the APAC region. The position involves handling customer inquiries, coordinating technical resolutions, supporting warranty processes, and collaborating with internal teams to ensure high service quality.

AerospaceFull-timeServices

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.
  • Prepare and maintain technical documentation, service reports, troubleshooting logs, and commissioning records.
  • Assist with warranty claim evaluation by reviewing technical evidence, service reports, and parts assessments.
  • Build and sustain strong relationships with customers and stakeholders across APAC.
  • Identify potential leads or opportunities during customer interactions and pass them on to the Sales organization.
  • Assist in Correction-in-Field (CiF) programs, ensuring proper execution and compliance.

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.