Job Description
Asia Singapore LIXIL International Pte Ltd Employee Assignment Not remote Full Time 3 August 2026 Role Objective This position is expected to provide comprehensive technical support and operational execution for Aftersales operations across both Singapore and Malaysia End-to-End Technical Operations: Fully responsible for overseeing technical operations across all localized service channels (Retail, Commercial Projects, and Authorized Distribution Partners) to deliver permanent, high-quality solutions. People Leadership & Talent Development: Lead, mentor, and build the capabilities of the internal technical team, actively driving performance management, coaching, and long-term career development plans. Parts Inventory & Technical Lifecycle: Managing the local technical lifecycle of spare parts—from technical failure-rate analysis and system registration to optimizing inventory availability. Vendor & Partner Management: Auditing, developing, and upgrading the local service partner network to ensure maximum SLA compliance and technical excellence. Key Responsibilities / Duties & Responsibilities Service Delivery Strategy & Local Operations - Multi-Channel Execution: Tailor and execute distinct technical service models for Singapore’s core channels: Commercial Projects, Developer Accounts, and Retail Consumers. - Infrastructure & Resource Readiness: Audit and ensure that local service partners and internal technicians possess the required tools, proper safety equipment (EHS), and localized initial spare parts stock. - Vendor Onboarding: Evaluate, recruit, and onboard local specialized contractors and service partners to adapt to shifting market demands. Service Operations & SLA Management - Daily Operations Oversight: Direct and lead the Technical Advisor (TA) team to consistently meet and exceed strict SLA targets (Response & Resolution Time). - End-to-End Complaint Architecture: Ensure strict adherence to the disciplined standard operating procedures for ticket resolution: - Intake & Analysis: Ensure comprehensive technical data collection (photos, videos, chronology) to diagnose root causes accurately. - Solution Architecture: Formulate step-by-step troubleshooting guidelines, mobilize correct parts, and leverage technical reference videos. - First-Time Fix Optimization: Prioritize remote diagnostic guidance and product education as an efficient first step before deploying field visits. Service Delivery Strategy & Local Operations - Multi-Channel Execution: Tailor and execute distinct technical service models for Singapore’s core channels: Commercial Projects, Developer Accounts, and Retail Consumers. - Infrastructure & Resource Readiness: Audit and ensure that local service partners and internal technicians possess the required tools, proper safety equipment (EHS), and localized initial spare parts stock. - Vendor Onboarding: Evaluate, recruit, and onboard local specialized contractors and service partners to adapt to shifting market demands. Service Operations & SLA Management - Daily Operations Oversight: Direct and lead the Technical Advisor (TA) team to consistently meet and exceed strict SLA targets (Response & Resolution Time). - End-to-End Complaint Architecture: Ensure strict adherence to the disciplined standard operating procedures for ticket resolution: - Intake & Analysis: Ensure comprehensive technical data collection (photos, videos, chronology) to diagnose root causes accurately. - Solution Architecture: Formulate step-by-step troubleshooting guidelines, mobilize correct parts, and leverage technical reference videos. - First-Time Fix Optimization: Prioritize remote diagnostic guidance and product education as an efficient first step before deploying field visits. - Specialized Project & Commercial Handling: Commercial/Developer Projects: Oversee pre-installation kick-off meetings, provide on-site installation supervision, and manage technical handovers to premium clients - Resource Optimization: Reduce logistical and operational costs by maximizing remote resolution capabilities People Management & Leadership - Team Leadership & Mentorship: Act as a hands-on leader and technical mentor for the Technical Advisor (TA) team, fostering a culture of continuous learning, accountability, and technical excellence. - Performance Management & Appraisals: Drive structured performance conversations, establish clear individual KPIs, and conduct regular performance reviews to ensure team alignment with company goals. - Coaching & Upskilling: Conduct regular 1-on-1 coaching sessions to address technical hurdles, improve customer handling soft skills, and elevate individual problem-solving capabilities. Parts & Inventory Management (Technical Lifecycle) - Technical Product Analysis: Evaluate new product rollouts to establish mandatory spare parts lists, register items into the local ERP/inventory system, and determine initial stocking levels. - Demand Planning & Mitigation: Analyze local failure rates and product damage patterns to forecast ideal inventory levels, balancing a high Fill Rate against the risk of Dead Stock. - Stock Reliability: Partner with supply chain team to ensure the physical availability of ready-stock components in the local warehouse to secure service reliability. Technical Quality & Customer Satisfaction - Quality Assurance: Guarantee that all technical field interventions yield a permanent, complete fix to eliminate recurring complaints. - Customer Feedback Collection: Drive the technical team and field partners to actively capture customer satisfaction scores and feedback immediately post-resolution. - On-Site Preventive Education: Mandate that field technicians educate clients on proper product maintenance and usage during site visits to reduce future wear-and-tear issues. Compliance, Risk Management & Digital Transformation - Technical Feedback Loop: Act as the local bridge to Quality Assurance, R&D, and Manufacturing teams by compiling comprehensive Technical Quality Reports on recurring defects or design improvements. - Digital Ecosystem Adoption: Ensure 100% data integrity and real-time discipline by the technical advisor team using the digital service platforms (Salesforce Desktop, Field Service Lightning App, and Partner Portals). Key Performance Indicators (KPIs) - Technical SLA Achievement: % of tickets resolved successfully within the standard timeline (On-time Resolution). - Technical CSAT: Customer Satisfaction Score specific to technical capability and solution quality. - First-Time Fix Rate / Zero Re-work: % of complaints permanently resolved in a single intervention. - Spare Parts Fill Rate: % availability of critical and mandatory spare parts stock in the local warehouse. - Team Retention & Engagement: Turnover rate within the technical team and overall team engagement scores. Education Job Qualifications and Requirements Higher Nitec, Diploma or Bachelor’s degree in Engineering (Mechanical, Electrical, Civil, Industrial) or a related technical discipline. Experience - Minimum of 5-7 years of experience in Technical Service Management, Field Engineering, or Technical Project Management within a fast-paced environment. - People Leadership: At least 2–3 years of direct experience managing, mentoring, and developing technical teams, including engineers and technical advisors. - Proven track record in developing and delivering technical training curricula for complex mechanical/hardware products. - Experience navigating commercial real estate developers, main contractors, and premium retail clients in Singapore Skills - Empowering & Guiding (Leadership Core): Strong team capability-building, mentorship, training execution, performance management, and network performance management. - Ontime (Service Completion): Advanced analytical troubleshooting, resource planning, and field vendor management. - Proficiency in CRM tools (Salesforce) and Microsoft Suite Office/Google Workspace. - Navigating (Customer Interactions): High emotional intelligence for problem-solving, structured technical report writing, and stakeholder education Work Conditions Aftersales Office in Singapore
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