- Lead and manage the APAC customer support team for GOS and GIS, ensuring high levels of customer satisfaction and support efficiency.
- Directly manage the day-to-day activity of the regional software support engineers across the entire product breadth of Digital Grid.
- Ensure all support engineers have the appropriate training to support the DG customer base and develop into a more competent multi-techno team.
- Develop and implement customer support strategies, policies, and procedures to enhance service quality and operational effectiveness.
- Monitor and analyze support metrics and KPIs to identify areas for improvement and drive continuous improvement initiatives.
- Manage all customer escalations in the APAC region, partnering with other RSCs, COEs, and management to resolve issues.
- Build and maintain relationships with customers and prepare business reviews as needed.
- Provide technical guidance and support to the team, resolving complex customer issues and escalations.
- Conduct regular training sessions and performance evaluations to ensure team members are equipped with the necessary skills and knowledge.
- Expertly maintain the right staffing levels based on workload
- Maintain up-to-date knowledge of ADMS and GIS products, industry trends, and best practices.
- Foster a customer-centric culture within the team, promoting a proactive and solution-oriented approach to customer support.
- Lead and/or participate in both local and global projects as needed.
- Prepare and present regular reports on support activities, performance, and customer feedback to senior management.
- Own One Voice survey feedback for Customer Support in APAC and create action plans to address areas of concern.
- Domestic and international travel required for internal meetings and customer visits.
- Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field.
- Minimum of 5 years of experience in customer support or technical support roles, with at least 2 years in a leadership position.
- Strong knowledge of ADMS and GIS technologies and applications.
- Excellent leadership, communication, and interpersonal skills.
- Proven ability to manage and motivate a team, driving high performance and engagement.
- Strong problem-solving and analytical skills, with the ability to handle complex technical issues.
- Customer-focused mindset with a passion for delivering exceptional service.
- Ability to work effectively in a fast-paced, dynamic environment.
- Proficiency in using customer support software and tools.
- Experience in the utilities or energy sector.
- Familiarity with ITIL or other service management frameworks.
- Advanced certifications in ADMS or GIS technologies.
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APAC Customer Support Leader - Petaling Jaya, Selangor - SCHNEIDER ELECTRIC SINGAPORE PTE LTD
Description
Key Responsibilities:
Qualifications:
Preferred Qualifications:
-
Support Team Leader
Only for registered members Kuala Lumpur
-
Senior Customer Support Leader
Only for registered members Kuala Lumpur, Federal Territory of Kuala Lumpur
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Senior Customer Support Leader
Only for registered members Kuala Lumpur
-
Technical Support Team Leader
Only for registered members Kuala Lumpur, Federal Territory of Kuala Lumpur
-
Application Support Team Leader
Only for registered members KL Eco, Kuala Lumpur
-
Technical Support Team Leader
Full time Only for registered members Kuala Lumpur
-
Internship - Information Technology Services (Petaling Jaya)
InternshipSHIP Only for registered members Petaling Jaya, Selangor
-
Global Interface Technical Leader
Full time SCHNEIDER ELECTRIC SINGAPORE PTE LTD- Petaling Jaya, Selangor
-
Network Development Manager
Only for registered members Petaling Jaya, Selangor
-
Network Development Manager
Only for registered members Petaling Jaya, Selangor
-
HR Manager, Talent Assestment and Internal consulting
Only for registered members Petaling Jaya, Selangor
-
HR Business Partner
Only for registered members Petaling Jaya, Selangor
-
Senior Manager, HRBP
Only for registered members Petaling Jaya, Selangor
-
Product Manager
Full time Tec D- Petaling Jaya
-
Technical Leader
Full time SCHNEIDER ELECTRIC SINGAPORE PTE LTD- Petaling Jaya, Selangor
-
Product Manager II
Full time Tec D- Petaling Jaya
-
Sales Leader
Johnson Controls- Petaling Jaya
-
Practice Leader
Only for registered members Petaling Jaya, Selangor
-
Controllership Manager
Full time Tec D- Petaling Jaya
-
Clinical Support Specialist
Only for registered members Petaling Jaya, Selangor
