Job Description

Job purpose

We are seeking an experienced Technical Service Manager to lead technical support, on-site troubleshooting, distributor training, and service operations in Singapore and Malaysia. This role is responsible for ensuring timely installation, repair, and maintenance of products, while building strong collaboration with sales partners to deliver high-quality after-sales service.


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Job Responsibilities ????

Technical Support & Service Delivery

Provide after-sales support, troubleshooting, and maintenance for residential, commercial, and industrial customers.
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Deliver timely on-site service and repair, manage warranty and escalation processes.
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Perform installation, troubleshooting, repair, and replacement of water purification systems.
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Handle customer complaints and coordinate returns/replacements to ensure customer satisfaction.
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Distributor Training & Enablement

Conduct product and service training for sales teams at partner companies
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Prepare technical documentation (such as operation manuals, FAQs), training manuals, service guides, and demonstration procedures to meet local market needs. ?????????????FAQ??????????????????????????

Service Network & Operations

Build and manage local service teams and third-party providers, including spare parts logistics.
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Monitor KPIs (response time, customer satisfaction, repeat service rates) and drive improvements.
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Collect and analyze after-sales data (issue types, resolution rates, response times) and propose service process improvements.????????????????????????????????? Collaborate with R&D and Quality teams to feedback product issues and support continuous improvement.????????????????????????? Develop contingency plans and coordinate resources to respond to emergencies (e.g. product batch issues, service crisis).????????????????????????????????

Regulatory Compliance & Market Insights

Ensure operations comply with Singapore and Malaysia standards
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Conduct competitor analysis and adjust service strategy accordingly.
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Customer Relations & Brand Representation

Handle escalated customer concerns and ensure service excellence.
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Support marketing/sales events (roadshows, exhibitions) by providing technical expertise.
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Job Requirements ????

Bachelor's degree or above in Engineering (Mechanical, Electrical, Automation, or related field;
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Minimum 5 years' after-sales service, technical support, or service management experience in water purification, HVAC, appliances, or related industries.
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Strong hands-on technical knowledge of water filtration systems, with training experience preferred.
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Familiar with consumer rights regulations and after-sales service policies in Singapore and Malaysia to ensure compliance.
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Excellent communication and interpersonal skills; ability to work with cross-border partners.
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Fluent in English to liaise with local customers and partners. Proficiency in Chinese and/or Malay is an advantage to communicate with regional stakeholders. ?????????????????????????????????????/??????? Experience covering both Singapore and Malaysia markets is preferred.
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Customer-focused, detail-oriented, and results-driven.
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