Job Purpose
The Technical Support Supervisor is responsible for managing service operations, customer support, and after-sales solutions in Thailand and Southeast Asia. This is a hands-on role that combines managerial responsibility with direct technical support, including on-site repair, maintenance, and testing activities when required. The role ensures customer satisfaction, contract profitability, and growth of the service business while upholding Lucy Electric's values and principles.
Job Context
The Technical Support Supervisor plays a dual role: ensuring efficient service contract management and business growth, while also being directly involved in field service activities to support critical customer needs. This balance of commercial acumen and technical expertise is key to building long-term partnerships and reinforcing Lucy Electric's reputation for reliability.
Job Dimensions
Reports to: Industrial Sales Manager
Collaborates with: Engineering, Factory, Business Development, Sales, and Marketing Teams
Direct Reports: Service Engineers or Technicians (when assigned)
Travel: Frequent travel to customer sites, locally and occasionally internationally
Key Accountabilities
Including but not limited to:
- Contract & Service Management
Manage and oversee preventive and corrective maintenance contracts. Ensure all service operations meet contractual obligations. Take care of Site Service and project Management
- Hands-On Technical Support
Personally perform on-site repair, troubleshooting, commissioning, and testing of medium voltage switchgear when required. Support the service team in resolving complex technical issues in the field. Ensure all field service activities are carried out safely and in compliance with Lucy Electric and IEC standards.
- Customer Relationship Management
Act as the primary point of contact for after-sales and service issues. Build strong long-term relationships with key accounts. Conduct regular customer reviews to assess satisfaction and identify service improvements.
- Service Sales & Business Development
Collaborate with the Sales and Tendering team on bids involving service components. Identify new service opportunities and propose tailored solutions.
- Operational Excellence & Compliance
Ensure delivery service meets Lucy Electric's safety and quality standards. Implement best practices in service processes, documentation, and reporting. Maintain compliance with local labor laws, health and safety regulations, and global guidelines.
- Team Leadership & Development
Lead and mentor service engineers and coordinators. Provide technical training and coaching to enhance field expertise. Foster a culture of accountability, customer-focus, and continuous improvement.
- Reporting & Performance Monitoring
Prepare monthly site service performance and project execution status update.
- Values & Principles Implementation
Promote and implement Lucy Electric's values and principles in all service and customer activities. Encourage integrity, collaboration, and customer commitment across the team.
Qualifications, Experience & Skills
Minimum Qualifications, Knowledge and Experience
- A technical degree or certification in a related field, such as electrical engineering or industrial maintenance.
- A minimum of 3-5years of experience in maintenance, repair, and testing of electrical systems or equipment, with a strong focus on RMUs.
- Valid driver's license and reliable transportation and Valid Passport
- Ability to read and interpret electrical schematics and drawings.
- Ability to troubleshoot and diagnose problems with medium voltage electrical switchgear.
- Proficiency with technical drawings, electrical schematics, and test instruments.
- Strong communication and customer service skills
- People management.
- Advance in English
Behavioural Competencies
- Problem-solving: The ability to identify and resolve problems with RMUs in a timely and effective manner.
- Attention to detail: The ability to pay close attention to detail and ensure that all maintenance, repair, and testing activities are completed accurately and to the highest standards.
- Communication: Strong communication skills, including the ability to communicate with clients and team members clearly and effectively.
- Team Building: Creating strong teams, managing dynamics, and minimizing conflict to achieve common goals.
- Customer service: The ability to provide excellent customer service and address client needs and concerns in a timely and professional manner.
- Time management: The ability to manage time effectively and prioritize tasks to meet deadlines and minimize downtime.
- Teamwork: The ability to work effectively as part of a team and collaborate with colleagues to achieve shared goals.
