1. Summary of the role

The Customer Support Manager (CSM) is responsible for implementing, monitoring, administering and improving customer service procedures and work flows across APAC regions, specific to aerospace customers. They may directly or indirectly lead customer support teams to acheive best in class customer support. They will establish, monitor and report specific KPI’s and seek to improve short falls. In addition, the CSM will ensure that customer support staff in all APAC regions are compliant to required procedures and performing to KPI targets.

The CSM is responsible for working with the APAC Aerospace General Manager (GM) and local regional management to establish a team that is capable of providing and achieving outstanding customer service.

The CSM is responsible for customer order management of selected customers as well as the aerospace customer order management process in APAC. This includes communication and coordination throughout the entire supply chain to ensure on-time delivery to customers.

The CSM is responsible for supporting customer service, Sales Engineers, Project Engineers and Application Engineers in developing new opportunities and wherever the business needs may be.

The CSM is responsible for assisting in achieving sales and profitability goals.

2. Tasks and Responsibilities

The primary function of the CSM position is to provide the management and coordination of day-to-day operations which support customer delivery as well as the direct or indirect supervision of the customer support team members.

The CSM is also responsible for ensuring outstanding customer service and total customer satisfaction to existing and prospective customers while operating within established procedures. This includes:

· Managing orders from PO receipt to delivery for local customers

· Leading the Customer Support team: Train, teach, coach, monitor, plan and review. Strategize and communicate annual targets.

· Reporting Customer Support team performance & capacity and make recommendations for improvement

· Assist the Aerospace team in scaling to grow, which may include recruitment and retention of Customer Support staff

· Develop and continuously improve the customer support team

· Make recommendations to the Business Process Managers (BPM) to improve internal processes.

· Develop and implement procedures to ensure that customer orders are processed efficiently, correct and on time.

· Assist in monitoring and improving sales growth and profitability

· Answer customer inquiries regarding delivery status

· Quote standard products to customers and follow up on quotations

· Ensure full compliance with all Standard Operating Procedures including Order Management, Quality Procedures, and overall Quality Management Systems

· Develop work instructions for customer specific delivery requirements. Train and cross training staff accordingly.

· Represent the Hub in cross-functional teams to support continuous improvement efforts in operations, quality, supply chain or other.

· Assist the Hub with quality related issues.

· Assist other business support functions in drive improvements

· Proactive communication, analysis and problem solving

· Work with the right sense of urgency: Response times, flexibility and accuracy

· Report monthly, quarterly and annually to the GM on various KPI’s and targets

· Assist the GM in management reviews, business reviews and business plans

. Execute contract reviews per AS standards and local procedures on time.

. Match customer orders with supplier deliveries to meet/exceed OTD targets.

. Resolve customer complaints through proactive internal/external communication.

. Source/purchase products from internal/third-party suppliers as needed.

Communication

. Communicate and address changes in customer demand across the organization.

. Collaborate with Hub, SCM, PM, and Factory to align with KPIs

. Resolve and negotiate delivery schedule issues.

3. Education and Experience

· 4 to 5 years’ experience in a customer service position

· Management/Leadership experience

· 4-year degree

· Knowledge of basic business sales and marketing practices

· Knowledge of supply chain processes and practices

· Experience with ERP software systems (JDE preferred)

Other Experience (beneficial but not required):

· Knowledge of aerospace products

· Familiarity with AS9100 quality requirements is beneficial

· Familiarity with technical prints (general comprehension)

4. Competencies

· Ability to lead, manage, and supervise personnel

· Management/Leadership skills

· Proven track record in customer satisfaction

· Strong written and verbal communication skills

· Strong people and relationship building skills

· Customer driven with a positive, professional, can-do attitude

· Strong organizational skills with the ability to mulit-task

· Attention to detail and accuracy

· Strong analytical, decision making and problem solving skills

· General knowledge of financial terminology and calculations

· Proficiency in the use of Microsoft Word, Excel and PowerPoint

· Proficiency in the use of business operational software (Oracle, JDE, SAP, Microsoft Dynamics Business Central)

5. Key Interfaces and Stakeholders

Develop and maintain strong working relationships with:

o Customers

o Customer Support staff

o Application engineers

o Supply Chain Management group

o Global Aerospace Hubs

o Manufacturing units

6. Geography to cover and travel requirements

· The CSM position administers the APAC region with direct customer management in SE Asia.

· Travel requirements of 10% to 25% per year.

· Travel may include local and international.

7. Behavioral Characteristics

· Trelleborg’s Core Values:

o Customer Focus

• Working with customers to build long term relationships & partnerships
• Delivering on our promises and commitments
• Understanding the impact on our customers of our business decisions

o Performance

• Taking individual responsibility for personal objectives and results
• Continuously improving our performance
• Encouraging a culture of continous improvement and teamwork

o Innovation

• Develop innovative solutions to customer problems
• Being proactive in initiating change and improvement
• Sharing knowledge and experience through teamwork

o Responsibility

• Respecting the culture, custom and rules of Trelleborg, our suppliers, and our customers
• Communicate openly and accurately
• Taking personal responsibility for our actions
• Performing our duties to the best of our ability and with integrity

Responsibilities:

• Ensure the smooth operation of the Company’s computer systems and provide technical support to both office and vessel staff. This includes:
• Installing and configuring computer hardware, operating systems, and applications.
• Monitoring and maintaining computer systems, networks, and hardware in both office and ship environments, and liaising with external IT vendors.
• Assisting shore and sea staff with troubleshooting and resolving hardware or software issues, either face-to-face or over the phone.
• Assisting in the preparation and administration of the Company’s IT policies and procedures.
• Supporting the Company’s cyber security efforts, including configuring and upgrading routers, switches, firewalls, proxies, antivirus software, access points, etc.
• Conducting disaster recovery operations.
• Board vessels to provide necessary IT support.
• Assist in implementing new information system management software for the Company.
• Attend to projects and tasks as assigned.

Requirements:

• Minimum of 2 years of relevant experience.
• Minimum of a Diploma in a related discipline.
• A team player with good interpersonal and communication skills.
• Able to work independently.
• Comfortable with boarding vessels within Singapore waters (safety training will be provided).
• Experience in setting up and running new information software systems is a distinct advantage.

Roles & Responsibilities

Temenos is looking for an experienced and energetic partner marketing manager to build and execute partner marketing programs with Temenos’ Technology and Services partners with the following key objectives:

• Enhance visibility, comms and branding activities around our strategic partners to generate awareness and strengthen the partnership message
• Enhance visibility and awareness of partnership success and key initiatives within selected partner organizations and internally in Temenos
• Facilitate joint Go-to-Market campaigns and lead generation activities
• Equip and enable sales teams with content and tools to position the partnership message to clients and prospects

This role requires a strategic outlook and demonstrated experience in strategic marketing activities, but also a strong ability to execute with a focus on measurable results.

KEY RESPONSIBILITIES

• Develop strategic, integrated marketing plans for selected partners to support the go-to-market strategy
• Enable and activate our global partner community at scale to execute demand generation across key accounts
• Work with APAC Campaign Marketing colleagues to ensure Partner marketing programs are reviewed and developed with regional requirements, including events and campaigns
• Work with the partner and regional teams to define the priorities, value proposition and messaging around our partnerships
• Monitor and support partner utilization of Market Development Funds (MDF) and enable appropriate spend of MDF on marketing initiatives including being an expert resource on process, guidelines and options for partners
• Drive alignment with Partner Management and regional teams to ensure that Partner Marketing programs amplify the Temenos marketing priorities
• Provide targeted marketing support for specific deals (joint partner opportunities) in the pipeline
• Develop effective sales enablement tools to support the partnership message like solution briefs, sales guidebooks and messaging decks
• Manage local marketing agency resources to deliver partner marketing programs to the partner ecosystem at scale
• Manage and execute the annual Partner Day
• Manage and execute joint marketing activities at industry events such as Sibos and Money 20/20

SKILLS & EXPERIENCE

• 8+ years of field marketing, partner marketing or account-based marketing experience in technology companies
• Very strong written and verbal communication skills with an innate attention to detail
• Experience working closely with sales and customer-facing teams to drive pipeline
• Excellent communication and interpersonal skills at all levels in the organisation and proven ability to build strong professional relationships
• Highly organised and able to multi-task
• Proven experience in creating and executing detailed partner marketing plans
• Systematic approach to sharing knowledge and best practices across multiple team
• Analytical tendencies with a natural curiosity to measure, test, learn and iterate in order to get the best results possible
• Strong project management skills

Description
We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.

Why you will love this opportunity as People projects and operation support manager at Civica

In this exciting 12 months contractual role, you'll drive the delivery of workforce solutions, ensuring smooth coordination and insightful reporting to fulfil our customers' needs while promoting a high level of employee engagement.Overseeing a network of 300+ schools, all valued customers, you'll collaborate closely with the HRBP from our People team—truly a people-centric role! We're in search of a dynamic leader with a track record of managing large-scale projects. In this position, you'll supervise a team of 3-5 People Support Specialists and executives. This role involves direct client interaction, allowing you to play an essential part in fulfilling customer needs while making a significant impact on the schools and their libraries, ensuring they operate effectively for the benefit of the student community.

Discover more about our initiatives- Spydus Integrated Library Management System Software | Civica

What you will have to be successful in this role

• We’re looking for a friendly and relatable individual who is not only tech-savvy but also understands the power of empathy. If you thrive on challenges and enjoy thinking creatively to solve problems, while communicating effectively, we want to hear from you!
• Preferred Qualifications: Experience working with schools, overseeing large projects, and familiarity with educational environments would be a definite plus!
• Field of Focus: Educational Institutions and Libraries
• Qualification- bachelor’s degree in business or human resource with good credit in English
• Familiar with local HR practices
• Strong IT skills and proficient in MS Office is a must
• Strong stakeholder management skills

We really do want you to bring your whole self to work. There is no such thing as the perfect candidate, so if you think you have what it takes, but don't necessarily meet every single point on the list, please still get in touch. We'd love to have a chat and see if you could be a great fit.

Why you'll love working with us.

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:

We're all different - and we love this about us.

We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best.

Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

Flexible Work - Flexible work – we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.

Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.

Looking for highly motivated individual to join us as Facilities Manager/Executive. May refer to our website www.e-tech.com.sg for an understanding of our business nature.

Main role is to provide strong support to the Business Development Director in the aspect of liaising with MA and other corporate clients.

Responsibilities

• Maintain ongoing communication with contractors, clients, and team
• Conducts daily toolbox meeting with the Team every morning
• Schedule and supervise maintenance repair work
• Ensure compliance with state and federal regulations
• Prepare timely quotations and invoices
• Conducts site visit
• Build and maintain good business relationship with clients

Qualifications

• 1-3 years of experience in facilities maintenance or equivalent related functions for FE position
• more than 3 years of experience in facilities maintenance or equivalent related functions for FM position
• Knowledge of general maintenance methods, operating requirements, and safety precautions related to facilities management
• Must be a well organized, detail and customer (internal and external) oriented self-starter
• Strong procurement and negotiation skills
• Educational background in area of M&E of added advantage

Additional Information

• no age limit ; fresh graduates are welcomed too
• 5.5 working days at Kallang Industrial area

Job Scope & Responsibilities:

- Handle full set accounts

- Preparation of Statutory report

- Preparation and filling of GST

- Support sales team members to develop professional and excellent working relationship with clients

- Liaison with clients on Accounts & Tax related matters

- Assist in other corporate secretarial, administration and adhoc duties

Monday to Friday Work Week

930am to 630pm

Genting Lane

Good working environment

Prior experience in accounting / audit firm will be a plus

Team player

We are a well-established M&E company seeking Project Executive/Manager to join us. Please refer to our website www.e-tech.com.sg for an understanding of our company.

Roles & Responsibilities

• ensure project run smoothly through active involvement & constant monitoring
• responsible for the project budget, expenditure, cash flow control, plans and schedule
• responsible for the maintenance of quality standards of our Team at clients' workplace
• evaluate each project performance & productivity and provide updated report to the Management regularly
• able to multi-task and handle multiple projects at the same time, with the assistance of a team
• a good team leader as well as team player
• formulate growth projections & yearly department budget
• source and manage vendors for cost efficiency

Requirements

• 1-3 years of experience in project management or equivalent related functions for PE position
• more than 3 years of experience in project management or equivalent related functions for PM position
• Knowledge of general maintenance methods, operating requirements, and safety precautions related to project management
• Must be a well organized, detail and customer (internal and external) oriented self-starter
• Strong procurement and negotiation skills

Additional Information

• mechanical engineering/electrical engineering/project management/facilities management background
• no age limit
• 5.5 working days a week at Kallang Industrial area
• class 3 driving licence a plus

TEAM

Engineering Operations is part of Benchmark Broadcast Systems Engineering. The department actively helps Benchmark Broadcast Systems customers in building facilities, technical centers and broadcast operations. The department works with vendors in Broadcast, IT and Infrastructure to provide best in breed, new technology products and build for the customers. The Engineering team has solution architects, specialists in application and products for serving. The division is responsible for providing system integration, consultancy and managed services for the customers.

The Engineering Support group provides support for broadcast infrastructure, digital production systems and IT systems for managed services and support for domestic and international customers.

PURPOSE OF THE ROLE

Engineering Operations Support Broadcast Engineers are responsible for delivering high quality support service on behalf of the Benchmark Broadcast Systems. They ensure that equipment and systems integrated by Benchmark Broadcast Systems meet targets for availability, performance and safety. System architects and specialists from engineering will support and provide the process to ensure the Benchmark Broadcast Systems support provides a quality service to its customer. It is essential that role holders understand the needs of the business and the pressures faced by different department of customers.

Engineers

Engineers are characterized by their ability to develop appropriate solutions to incidents, problems and management of safety, using new or existing technologies, through innovation, creativity and change. They take responsibility for maintaining and managing applications of current and developing technology and may undertake engineering design and development of systems and services.

SCOPE OF ROLE – KEY RESPONSIBILITIES

Service delivery

• Provides excellent service to customers by ensuring that all incidents and service requests are professionally and correctly logged, documented and prioritized; records are kept accurate and up-to-date; and progress is effectively and respectfully communicated back to the customer; reported to lines manager /supervisor internally

• Minimises disruption to customer users’ work activities by taking personal responsibility and accountability for work undertaken, resolving incidents and carrying out service requests in a timely manner, as well as ensuring planned work is communicated in advance

• Ensures that service and knowledge management tools are used effectively, and that agreed service management procedures are followed

• Works with the Team Leaders to maintain and continually improve the service levels provided by the Support Team

Incident resolution and user requests

• Interprets, diagnoses and resolves technical incidents within agreed service level timeframes

• Liaises with other Benchmark Broadcast Systems departments and external organisations through agreed processes and procedures to achieve resolutions and enable requests in a timely manner

• Complies with, and actions, the Benchmark Broadcast Systems major

incident, broadcast continuity and emergency procedures as required

• Undertakes client account administration work and small projects as required

Operational and proactive duties

• Monitors and maintains technical equipment and systems to the required safety and technical standards with minimum disruption to operational activities

• Maintains the accuracy of data to the agreed standard in key databases owned and managed by Technology Operations

• Initiates and complies with Change Control procedures

Technical advice and support

• Provides technical advice and support to users and colleagues by continually updating his/her understanding of production workflows and the way broadcast equipment and production systems are used within the Benchmark Broadcast Systems

Provides input, advice and feedback on the suitability, sustainability and use of new products and processes

• Keeps knowledge and skills up to date by identifying training and work opportunities that will further self-development

People, process and technology change

• Recognizes changing priorities in the workplace and responds positively, adapting approach and methodology to tackle them

• Actively supports the development of colleagues and the wider technology

SCOPE OF ROLE – KEY METRICS

Direct reports: No direct reports

Indirect reports: No indirect reports, but will be required to help develop, advise and direct colleagues

3rd Party Relationships: Not responsible directly for contracts but must be familiar with their contents and be able to make service delivery decisions based on knowledge of those contracts.

Budget: No control over budget but expected to follow Benchmark Broadcast Systems financial guidelines.

Health & Safety:

Ensures that all the requirements of statutory and Benchmark Broadcast Systems safety regulations are fully met, including adherence to the Benchmark Broadcast Systems Health & Safety policy as directed from head office.

SKILLS, EXPERIENCE AND QUALIFICATIONS

Essential

• Experience of working on broadcast/IT systems in a live TV, Radio or multi-media environment or attitude to work in the environment with relevant qualification

• Demonstrable, theoretical and practical, knowledge of broadcast systems including digital video, audio platforms, applications and techniques including Video and Television, in the broadcast support environment will be an advantage

• Additional desirable experience of diagnosing and fixing technically complex problems across a variety of broadcast systems

• Demonstrable ability to communicate clearly using a range of styles, tools and techniques to explain technical issues to a wide range of people

• Advantage if experienced in working with suppliers, providing excellent customer service in a client facing role

• Advantage if experienced of providing high quality service in a demanding customer service environment

• Excellent customer care skills with the ability to identify a customer’s requirements and to recognise whether these can be met effectively from the resources, timescales skills with good time management practices

• Experience in managing conflicting demands in situations of pressure where priorities are rapidly changing

• Knowledge of best practice frameworks based on ITIL or Service Management principles (including Change, Configuration and Release) and how/why they can be applied

• Awareness of all aspects of Health and Safety, including electrical safety within broadcast environment

BENCHMARK BROADCAST SYSTEMS COMPETENCIES

Competencies:

Influencing and persuading - able to present sound and well-reasoned arguments to convince others. Can draw from a range of strategies to persuade people in a way that results in agreement or behavior change.

Planning and organising - able to think ahead in order to establish an efficient and appropriate course of action for self and others. Prioritises and plans activities by taking into account all the relevant issues and factors such as deadlines, staffing and resources.

Resilience - manages personal effectiveness by managing emotions in the face of pressure, set- backs or when dealing with provocative situations. Demonstrates an approach to work that is characterised by commitment, motivation and energy.

Communication - able to get one’s message understood clearly by adopting a range of styles, tools and techniques appropriate to the audience and the nature of the information.

Managing relationships and team working - able to build and maintain effective working relationships with a range of people. Works co-operatively with others to be part of a team, as opposed to working separately or competitively.

Flexibility - adapts and works effectively with a variety of situations, individuals or groups. Able to understand and appreciate different and opposing perspectives on an issue, to adapt an approach as the requirements of a situation change, and to change or easily accept changes in one’s own organisation or job requirements.

Analytical thinking - able to simplify complex problems, processes or projects into component parts explore and evaluate them systematically