Customer Service Operations Manager (Electrical & Technical Systems)

We are seeking an experienced Customer Service Operations Manager with a strong background in electrical, electro-mechanical, or technical field systems to lead our regional service operations team across Asia.

This leadership role bridges Customer Operations with Technical & Engineering Systems Oversight. You will lead a team of service professionals, direct system installation/maintenance projects, manage departmental budgets, and serve as the technical escalation lead for critical customer issues. If you have a background in electrical systems, project management, and customer operations leadership, we want to hear from you.

Key Responsibilities

1. Technical Systems Oversight & Maintenance

• Oversee the installation, maintenance, and troubleshooting of electrical and technical systems, ensuring high operational efficiency and system uptime.
• Proactively identify and resolve complex technical bottlenecks, component failures, and installation delays to ensure seamless project delivery.
• Act as the senior escalation point for complex technical issues, system outages, and critical customer complaints.

2. Team Leadership & Field Operations Management

• Lead, mentor, and coach the customer service and technical operations team to elevate service quality, technical competency, and customer satisfaction.
• Drive regional customer service strategy across Asia, aligning resource planning with budget targets, SLA targets, and customer experience goals.
• Conduct regular performance evaluations, skills development, and technical training for team members.

3. Project Execution & Process Optimization

• Develop, implement, and standardize operational workflows and installation/service best practices.
• Manage project schedules, allocate engineering/support resources, and monitor field progress to ensure on-time delivery.
• Enforce strict compliance with regional electrical safety standards, industry regulations, and company policies.

4. Cross-Functional Collaboration & Reporting

• Partner closely with Sales, Product Development, Field Engineers, and third-party vendors to ensure cohesive service delivery.
• Prepare project status reports, operational KPIs, and maintenance logs for executive leadership.

Requirements

• Education: Bachelor’s Degree in Electrical Engineering, Mechatronics, Engineering Management, Business, or Project Management.
• Experience: 5+ years in Technical Customer Service Operations, Field Service Management, or Technical Operations, with at least 2 years in a direct team management role.
• Electrical Expertise: Hands-on or managerial familiarity with electrical systems, control panels, wiring/installation standards, or electro-mechanical equipment maintenance.
• Key Skills: Proficiency in project management tools (Jira, Asana, MS Project), department budgeting, and resource allocation.
• Soft Skills: Exceptional leadership, stakeholder management, and high-pressure problem-solving skills.