Shape & Create - And make it happen!
Position Summary:
This is a strategic regional leadership role accountable for steering technical service operations across the APEC region. The incumbent will drive service excellence, elevate customer satisfaction, and ensure seamless technical support for both internal stakeholders and external channel partners, while closely aligning with global quality and after-sales frameworks.
Main Position Tasks:
Technical Operations, Quality & Field Support (Primary Focus)
- Serve as the senior technical escalation authority across the region, providing high-level expertise and resolution for complex product, installation, and quality-related issues.
- Oversee the end-to-end after-sales service lifecycle, encompassing troubleshooting, on-site field support, and comprehensive management of both in-warranty and out-of-warranty claims.
- Partner closely with Global TQM and plant QA teams to drive rigorous root-cause analysis, corrective action implementation, and continuous quality improvement initiatives that directly enhance product reliability.
- Leverage CRM platforms to systematically document, track, and analyze all service cases and quality complaints, building a robust data-driven knowledge base to inform strategic product and process enhancements.
Stakeholder Training & Knowledge Enablement
- Design and deliver standardized technical training programs for external partners, including distributors, developers, retailers, and on-site installers, as well as internal cross-functional teams.
- Develop and maintain comprehensive technical documentation, troubleshooting guides, and FAQs to optimize resolution efficiency.
- Act as a technical consultant to Sales and Customer Service teams, empowering them to effectively address client inquiries.
Process Optimization & Commercial Support
- Standardize service workflows and SOPs, ensuring alignment with ISO standards and Group-level policies.
- Support local business development and market strategy execution by co-developing tailored after-sales and technical service frameworks with local distributors, channel partners, and key accounts.
- Foster cross-functional collaboration with Sales, Supply Chain, Cutstomer Service & TQM and Product Development, while relaying market intelligence to global headquarters.
- Lead, mentor, and develop the regional Technical Service team, setting clear KPIs and fostering a high-performance culture.
Qualifications & Competencies:
Education & Experience
- Bachelor's degree or above in Engineering, Mechanics, or a related technical discipline.
- Minimum 5 years of progressive experience in Technical Service, After-Sales, or Quality functions, with at least 2 years in a managerial capacity overseeing multi-cultural teams.
- Proven track record in managing cross-regional operations within the APAC landscape.
Technical Expertise
- Deep domain knowledge of bathroom systems, plumbing, piping, sewerage, and septic systems.
- Extensive familiarity with diverse product portfolios, including Ceramics, Wellness products, Faucets/Taps, and Smart Toilet technologies.
- Solid understanding of Total Quality Management (TQM) frameworks, complaint handling procedures, and continuous improvement methodologies.
Core Competencies & Soft Skills
- Executive-level proficiency in English (both written and verbal), with the ability to articulate complex technical concepts to senior leadership and diverse audiences.
- Exceptional communication and stakeholder management skills—adept at bridging technical discussions with commercial teams and building strong relationships with local partners, developers, and retailers.
- Strategic thinker with a pragmatic, solution-oriented mindset and robust analytical capabilities.
- Customer-obsessed approach, committed to delivering world-class service experiences.
- High mobility with a willingness to travel extensively across the Rest of Asia region.
Think outside the box with us! #shapeandcreate
