What you will do:
The Manager of Technical Support & Training is responsible for providing leadership to and overseeing the company’s Technical Services department. The Manager is responsible for the development, management, and implementation of the strategic plan to provide world-class technical service to our customer base which aligns with the APAC FSP Business strategy, and ensures high customer satisfaction, retention and a pathway to growth.
- Manage and mentor direct reports with a goal of ensuring that all employees in the department maximize their performance individually and collectively to meet or exceed department, function and company goals.
- Develop and deliver relevant training services content that meets market requirements/opportunities for live training sessions, e-learning and webinars.
- Responsible for the availability and condition of the training materials and samples for the relevant training sessions across the training locations.
- Provide Technical Support to Sales, IS, BD and Customers for the full product range of Special Hazards, Water & Mechanical & Foam products.
- Lead large multidisciplinary projects and coordinate team activities to support sales.
- Provide advice and support projects by applying JCI solutions according international codes & standards (such as EN, NFPA, FM).
- Write Technical letters on customer requests for specific issues and solutions.
- Use existing and develop new procedures and KPI to better measure relevant customer satisfaction Develop and enhance services assets and refine methods of delivery to meet customers’ evolving needs.
- Developing solutions/tools to meet technical requirements of customers and sales teams.
- Work close with regional technical sales support and align on used tools and processes.
- Must have solid commercial partnership:
- Pro-Active Involvement in Project reviews and solutions – Align with IS, Sales, BD & Customer.
- Pro-Active Involvement in Post Mortems of projects lost – understand the why lost and fix to avoid replication.
- Clear stakeholder involvement in QA related issues – Led by QA but active participant.
- Clear engagement on NPI’s or Product Gaps – collaborative discussions & participation.
How you will do it:
- Demonstrated strong, effective leadership skills to staff as well as to the overall department over a period of years
- Problem-solver, self-starter and data and analytics driven by nature
- Effective delegation skills and techniques
- Ability to quickly grasp and distinctly explain relevant technological and business concepts that impact our business
- General knowledge of the Fire Protection Engineering principals and awareness of current industry trends
- Solid business communication skills, including but not limited style and format of letters, memoranda, minutes, and reports
- Superior written and spoken English communication skills and excellent listening skills are a must
- Proven ability to establish priorities develops measurable objectives, work independently, and lead the team to successfully meet or exceed objectives.
- Detail-oriented, particularly with respect to managing customer satisfaction
- Ability to identify need for and develop, processes and supporting materials
- Well-versed in MS Office Suite, including Word, Excel, and Outlook
- Proficient in the use of SprinkCad and/or AutoCAD
- Salesforce.com & SAP experience is highly desirable
What we look for:
- 5 to 10 years’ experience successfully leading a customer support organization for a product manufacturing company, experience and knowledge of the Fire Protection Industry, specifically a plus.
- Demonstrated ability to lead efforts to meet or exceed company and organizational goals through his/her own individual efforts and through effectively managing, motivating, and developing staff.
- Strong customer facing and customer management skills
- Demonstrated ability of being a subject matter expert for technical support methods and processes, possessing in-depth knowledge of technical support principles and practices that drive outstanding customer satisfaction and retention, and being a well-rounded business person on the basis of technical competence, intelligence, results, interpersonal skills, and general business acumen.
- Experience with support strategy for multiple delivery modalities, including but not limited to email, social media, customer portals, etc.
- BS Degree in technical curriculum required.
What we offer:
- Competitive salary in a MNC environment
- Comprehensive benefits package
- On the job/cross training opportunities
- Encouraging and collaborative team environment
- Dedication to safety through our Zero Harm policy
