APAC Customer Support Leader - Petaling Jaya, Selangor - SCHNEIDER ELECTRIC SINGAPORE PTE LTD

    SCHNEIDER ELECTRIC SINGAPORE PTE LTD
    SCHNEIDER ELECTRIC SINGAPORE PTE LTD Petaling Jaya, Selangor

    6 days ago

    Full time
    Description

    Key Responsibilities: 

    • 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. 

    Qualifications: 

    • 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. 

    Preferred Qualifications: 

    • 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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