Customer Field Service Advisor
Your Job
The Regional Customer Advisor (RCA) is a customer-facing aftermarket role responsible for proactive customer relationship management, technical aftermarket support, and revenue growth within an assigned geographic region.
The RCA acts as the primary aftermarket point of contact for customers, supporting installed equipment throughout its lifecycle. This includes technical support, site visits, turnaround preparation, spare parts and services coordination, and identification of upgrade, revamp, and retrofit opportunities.
The role will be based in Singapore.
Our Team
This role combines technical credibility, commercial awareness, and customer engagement to drive long-term customer satisfaction and profitable aftermarket growth, while operating within a regional structure and reporting to the APAC Aftermarket & Service Manager based in Singapore.
What You Will Do
Customer Relationship Management- Build and sustain long-term relationships as the primary aftermarket contact for assigned customers.
- Conduct regular site visits and strategic check-ins, including post-delivery and post-service follow-ups.
- Represent the business professionally and coordinate closely with the regional management team in Singapore.
- Technical Aftermarket Support
- Provide front-line technical aftermarket support for installed equipment including burners, air heaters, flares, and thermal oxidizers.
- Perform scheduled and on-demand site inspections, site surveys, assessments, and troubleshooting.
- Prepare and follow up on inspection reports, recommendations, part replacements and improvement actions.
- Maintain strong knowledge of product specifications, operating principles, and installed base configurations.
- Identify, develop, and drive aftermarket growth opportunities: Spare parts, service/ inspections, upgrades, revamps and retrofits
- Perform initial opportunity assessment and customer discovery for upgrade, revamp, and retrofit projects.
- Collaborate with internal sales, applications engineering, product, and service teams to progress opportunities to closure.
- Actively support competitiveness initiatives by gathering customer feedback and market intelligence.
- Coordinate closely with Aftermarket Parts Sales, Regional Sales, Product & Applications Engineering teams, Service Managers and Project teams
- Ensure clear handover, ownership, and follow-up throughout the sales and service lifecycle.
- Maintain regular communication with the Singapore‑based line manager, providing visibility on customer activity, opportunities, risks, and priorities.
- Remain engaged post-sale to support customer satisfaction and early renewal cycle engagement.
- Maintain required site certifications and attend approved technical/ product training.
- Adhere to ethics, compliance, and safety standards in all customer and internal interactions.
- Communicate professionally and effectively with customers and internal stakeholders.
- Background in Mechanical, Chemical, Electrical, or related Engineering discipline, or equivalent technical experience.
- Demonstrated understanding of industrial process equipment, combustion systems, or thermal equipment (aftermarket experience preferred).
- Experience in aftermarket, technical service, applications engineering, or customer-facing technical roles within industrial, energy, or process industries.
- Proven experience supporting installed equipment and engaging directly with customers at site level.
- Exposure to turnarounds, inspections, or maintenance planning is highly advantageous.
- Experience working within a regional reporting structure and collaborating across geographies is preferred.
- Strong customer engagement and relationship-building skills.
- High level of technical credibility with the ability to communicate complex concepts clearly.
- Commercial awareness and opportunity identification mindset.
- Ability to work independently across a geographically large territory.
- Willingness and ability to travel extensively within Singapore and within APAC.
The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.
Who We Are
At Koch Engineered Solutions, John Zink specializes in process and pollution control equipment and digital technologies that reduce emissions and optimize resource use. Our portfolio includes advanced combustion technologies, burners, flares, thermal oxidizers, boiler burners, and vapor recovery systems serving refining, petrochemical, municipal, pharmaceutical, pulp & paper, utilities, and automotive markets.We deliver engineered‑to‑order solutions focused on lifecycle value.
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.
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