Technical Customer Support, Manager

What you'll do:

As a Technical Customer Support Manager based in Singapore, you will play a pivotal role in bridging technical expertise between customers, sales teams, and product specialists. Your day-to-day activities will involve engaging directly with clients to provide first-level technical support while collaborating closely with internal teams across multiple regions. You will be responsible for managing technical inquiries related to machinery, process equipment, spare parts, and service products. By assisting with SAP configuration and Salesforce management for quotations and orders, you will help streamline business operations. Your ability to lead discussions during negotiations ensures that customers receive clear guidance on product specifications. You will also track project milestones meticulously while communicating updates across departments. Gathering competitor intelligence allows you to contribute valuable insights into strategic planning. Ultimately, your role is central to ensuring customer satisfaction through timely responses, accurate order processing, effective communication of unique selling points (USPs), and fostering a culture of collaboration within the organisation.

• Engage in technical sales support for machines, equipment, spare parts, and service products by providing expert advice to customers and acquisition teams.
• Lead technical discussions, deliver presentations, and support Account Managers and Sales Managers during negotiations with clients to ensure clarity and understanding.
• Assist Sales Managers and Order Processing Managers in configuring SAP and Salesforce systems for quotations and orders to streamline processes.
• Take responsibility for the technical aspects of quotations and orders for all machinery, equipment, MCRs, and service products ensuring accuracy and compliance.
• Liaise with colleagues in HQ for backup support, layout clarification, process acceleration, and detailed technology argumentation to resolve complex queries.
• Track agenda items and punch lists diligently while ensuring timely responses to responsible stakeholders within the organisation.
• Communicate results and responsibilities effectively across departments to foster transparency and collaboration within the wider team.
• Determine optimal timing for involving product experts from headquarters in acquisition-related discussions to maximise efficiency.
• Gather information on competitor products’ features and share insights with relevant teams to inform strategic decisions.
• Provide technological argumentation for up-selling strategies by compiling key USP information to counter excessive discounts.

What you bring:

The ideal candidate for the Technical Customer Support Manager position brings proven experience in technical sales support within capital goods industries.

• A university degree in business or engineering or similar discipline coupled with at least three years’ relevant experience in sales of capital goods or sales processes is essential.
• Proficiency in MS suite
• Experience using SAP ERP systems as well as Salesforce CRM platforms is necessary for managing quotations and orders efficiently.
• Excellent interpersonal skills; you must be able to collaborate effectively as part of a team while maintaining good communication standards across departments.
• Extensive regional knowledge of South East Asia/South Asia countries enables you to understand local market dynamics when supporting customers.
• Intercultural awareness is important for building trustful relationships with colleagues from different backgrounds within an international organisation.
• A willingness to travel regularly throughout the region
• Comfort interacting with clients as well as colleagues from headquarters or other sales/service departments

What's next:

If you are ready to take your career further by joining an internationally respected technology group as a Technical Customer Support Manager in Singapore – apply now!

Do note that we will only be in touch if your application is shortlisted.
Robert Walters (Singapore) Pte Ltd
ROC No.: 199706961E | EA Licence No.: 03C5451
EA Registration No.: R2199817 Yandy Low