Technical Support and Field Management TL (Expat)

Frigel Asia Pacific Co., Ltd

Machinery

21/04/2025

See Reviews Apply Now

View this job in new tab

Basic Requirements

Full Time

5 - 10 Year

Chachoengsao

Bachelor's Degree or Higher

Depend on qualifications and experience

Responsibilities

Scope:
The Field Service and Technical Support Team Leader is responsible for overseeing technical support and field service operations across the Asia-Pacific region. This role ensures high-quality service delivery, customer satisfaction, and efficient resolution of technical issues. The position requires strong leadership, technical expertise, and the ability to manage a regional team effectively. This position is designated for expatriates and requires international experience.

Field Service Management:

Oversee all field service activities across the APAC region, ensuring timely, effective service delivery and compliance with technical requirements and customer needs.
Develop and implement field service strategies to improve efficiency and customer experience.
Manage service escalations and ensure prompt resolution of customer issues.
Ensure compliance with company policies, industry standards, and safety regulations.
Coordinate a team of senior engineers to provide technical support both internal (support to team members) and external (support to customers, and partners).
Take ownership of special projects/cases with high relevance or complexity requiring specific attention and skills.
Collaborate with customers, distributors, and internal stakeholders to ensure high levels of satisfaction.
Develop and maintain strong relationships with key clients, ensuring their service needs are met effectively.

Technical Support Management:

Lead and develop the regional services team to provide exceptional customer support.
Establish technical troubleshooting processes and best practices for resolving product-related issues.
Act as the primary point of contact for escalated technical issues.
Verify/monitor the team's technical level and report to his/her manager when specific trainings are required.

Team Leadership and Development:

Train and mentor field service and technical support team members.
Monitor team performance and provide regular feedback and development opportunities.
Foster a culture of continuous improvement and knowledge sharing within the team.

Requirements

Bachelor’s degree or higher in Engineering, Technical Support, or a related field, with a strong emphasis on international standards and practices.
Minimum of 5 years of experience in field service and technical support leadership, preferably in a regional role.
Experience in the HVAC, cooling systems, or refrigeration Industry is preferred.
Deep understanding of design documents (P&IDs, layouts, technical drawings, heat and mass balance, I/O diagrams, technical specifications).
Deep understanding of physical quantities, especially thermodynamic, electrical, and hydraulic.
Strong leadership, project management, and team management skills.
Proficiency in handling technical escalations and customer interactions.
Excellent problem-solving and decision-making abilities.
Proactive mindset and strong organizing and planning.
Ability to manage complex projects and deal with structured international customers.
Excellent interpersonal and communication skills, multicultural-oriented mindset
Strong communication skills in English, with the ability to work effectively in an international environment.
Prior expatriate experience and willingness to relocate are required.
Be available for heavy traveling including travel across the APAC region as required.
Prior expatriate experience and willingness to relocate are required.

Welfare and Benefits

Annual Health Check.
Dental insurance
Life insurance
Lunch Allowance
Provident Fund
Staff training and development
Accommodation allowance (in other provinces)
Telephone bill allowance
5-day work week
Social security
Health insurance
Accident Insurance
Flexible working hours
Employee's uniform
Annual trip or party
Performance/results-based bonus