Customer Service and Support Manager

We are looking for a dynamic and results-drive Customer Service and Support Manager to lead our service operations and technical support function. This role is responsible for delivering exceptional customer experience, managing service operations, and developing a high-performing technical service team to support intralogistics solutions and systems.

Key Responsibilities:

• Responsible for overall profitability of the Customer Service business within the country.
• Achieve monthly and annual Sales and EBT budgets through effective service sales strategies.
• Lead the execution of service sales initiatives, including service contracts, system upgrades, and value-added offerings.

• Act as the primary liaison between customers and internal stakeholders, communicating customer feedback, technical insights and enhancement recommendations to support ongoing product development and service improvements.
• Collaborate closely with cross-functional departments, including Engineering, Field Service and Sales, to deliver seamless and effective customer support.
• Manage customer inquiries, operational issues, and resolve technical challenges related to intralogistics systems.

• Oversee and perform on-site diagnostics, troubleshooting, preventive maintenance, and corrective actions to minimize downtime and ensure optimal system performance.
• Review and maintain proper documentation and maintenance of technical materials, including user manuals, operating procedures and troubleshooting guides.
• Drive full adoption of global tools (e.g., Salesforce, CMMS, RPT, GPR, HOPS, JIRA, etc.)

• Lead, coach, and develop a high-performing team.
• Build strong technical capabilities within the team through structured training and continuous development.
• Drive team engagement, accountability, and performance excellence.

• Monitor, document and analyze technical issues, customer feedback, and resolutions to support continuous improvement initiatives.
• Drive initiatives to enhance service delivery, operational efficiency, and customer satisfaction.

• Bachelor’s degree or Diploma in Logistic, Engineering, Supply Chain or a related field.
• Minimum 5 years of experience in a managerial role within service, technical support, or operations
• Proven experience in the intralogistics, material handling, automation, or related industry.
• Excellent communication, presentation, and stakeholder management skills.
• Self-motivated, resourceful, results-oriented, and capable of working independently in a fast-paced environment.
• Strong leadership and people management skills to manage, coach, and develop high-performing technical team.
• Proficient in both English and Mandarin to effectively communicate with Mandarin-speaking customers, partners, and stakeholders.
• Possess a personal vehicle is preferred for travel to customer sites.