Aftersales Technical Lead - LWT APAC

Role Overview

This role demands delivering comprehensive technical support and managing operations for Aftersales services in Singapore and Malaysia. The position entails full responsibility for end-to-end technical operations across retail, commercial projects, and authorized distribution partners channels to ensure durable and high-quality solutions.

Core Responsibilities

• Customize and implement technical service models specifically tailored for Singapore's primary segments such as Commercial Projects, Developer Accounts, and Retail Consumers.
• Assess and confirm readiness of infrastructure and resources, including auditing that service partners and internal teams have necessary tools, safety equipment, and initial spare parts stock.
• Source, evaluate, and integrate specialized local contractors and service partners to meet evolving market demands.
• Lead daily operations of the Technical Advisor team, ensuring the team not only meets but surpasses strict service-level agreements (SLA) focusing on response and resolution times.
• Maintain a disciplined framework for complaint resolution involving detailed technical data collection, troubleshooting protocols, and prioritization of remote diagnostics to maximize first-time fixes.
• Manage specialized projects including overseeing pre-installation meetings, on-site supervision, and technical handovers for commercial/developer projects.
• Optimize resources by emphasizing remote resolution processes to minimize logistical and operational expenses.
• Provide strong leadership to the technical team through mentorship, performance management, setting KPIs, and carrying out regularly scheduled coaching sessions to enhance technical and customer service skills.
• Oversee the lifecycle management of technical spare parts, including product analysis, failure rate forecasting, inventory planning, and alignment with supply chain to maintain stock reliability.
• Ensure quality assurance practices guarantee permanent fixes and actively collect customer satisfaction feedback post-service.
• Implement customer education by instructing clients on maintenance best practices to reduce recurring issues.
• Collaborate as a liaison between local teams and QA, R&D, and manufacturing departments by compiling detailed technical quality reports.
• Maintain 100% data integrity in digital service platforms such as Salesforce Desktop and Field Service Lightning App.

Key Performance Metrics

• Adherence to SLA targets and on-time resolution percentages.
• Customer satisfaction scores focused on technical efficacy.
• First-time fix rates and elimination of rework cases.
• Spare parts availability metrics ensuring high fill rates.
• Team retention and engagement indicators.

Candidate Requirements

• Possess Higher Nitec, Diploma, or Bachelor’s degree in Engineering disciplines like Mechanical, Electrical, Civil, Industrial, or other relevant technical fields.
• At least 5-7 years’ experience in technical service management, field engineering, or technical project management within energetic environments.
• Minimum 2-3 years of proven leadership experience managing and developing technical teams including engineers and advisors.
• Proven skills in devising and delivering technical training for complex hardware/mechanical products.
• Familiarity working with commercial real estate developers, main contractors, and premium retail clientele in Singapore.

Required Skills

• Leadership in capability building, mentorship, training execution, and team performance management.
• Strong analytical troubleshooting, resource allocation, and vendor management proficiency.
• Experience with CRM platforms such as Salesforce and adept with Microsoft Office and Google Workspace tools.
• High emotional intelligence to effectively manage customer relations, technical reporting, and stakeholder communication.

Work Environment

This is a full-time role based out of the Aftersales office in Singapore, with remote work possibility.