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.
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