Asia Singapore LIXIL International Pte Ltd Employee Assignment Not remote Full Time 3 August 2026
Job Title: Aftersales Technical Advisor, LWT APAC Department Aftersales Service
Reports to (Position): Aftersales Technical Lead, LWT APAC
Position In Org Chart
Leader, Singapore, LWT APAC -> Leader, Aftersales Singapore and Malaysia, LWT APAC -> Aftersales Technical Lead, LWT APAC -> Aftersales Technical Advisor, LWT APAC
Role Objective
The Aftersales Technical Advisor is responsible for the day-to-day execution of technical support across all localized service channels (Retail, Commercial Projects, and Authorized Distribution Partners) across both Singapore and Malaysia. The primary focus is to deliver exceptional first-time resolutions, accurately analyze product complaints, maintain precise digital logs, and provide remote and on-site technical support to ensure complete customer satisfaction.
Key Responsibilities / Duties & Responsibilities
Service Operations & Daily SLA Execution
- End-to-End Case Resolution: Execute standard operating procedures discipline for incoming ticket resolutions to meet strict SLA targets (Response & Resolution Time).
- Intake & Technical Analysis: Collect comprehensive technical data (photos, videos, chronology) from customers to diagnose root causes accurately.
- Remote Solution Architecture: Formulate step-by-step troubleshooting guidelines and provide remote diagnostic guidance/product education as the priority first step to optimize resolution speed.
- Vendor Coordination & Scheduling: Liaise and coordinate directly with authorized external service vendors to efficiently schedule and assign on-site service visits for complex cases.
- On-Site Technical Support: Conduct field visits or site inspections if required
Digital Discipline & Process Compliance
- Real-Time Data Integrity: Maintain 100% data accuracy by documenting all service stages, customer communications, and technical findings in real-time.
- Digital Tool Adoption: Actively utilize company digital service platforms, including Salesforce Desktop, Field Service Lightning App, and Partner Portals.
- Warranty Claim Management (SAP): Process, validate, and manage warranty claims directly within the digital platforms, ensuring accurate entitlement verification and data mapping for all resolved cases.
Technical Quality & Customer Interaction
- First-Time Fix Optimization: Guarantee that all individual technical interventions yield a permanent, complete fix to eliminate recurring complaints and minimize zero re-work.
- Customer Feedback Collection: Actively prompt and capture customer satisfaction (CSAT) scores and feedback immediately following a post-resolution task.
- Preventive Client Education: Provide clear, professional preventive education to retail consumers, contractors, and building management regarding proper product maintenance and usage.
Parts Alignment & Feedback Loop
- Spare Parts Deployment: Request, track, and mobilize the correct mandatory spare parts from the warehouse required for case completion.
- Technical Quality Reporting: Identify and flag recurring product failures or design defects, feeding accurate field details to the Technical Lead to assist with the R&D and Manufacturing feedback loop.
Key Performance Indicators (KPIs)
- Technical SLA Achievement: % of tickets resolved successfully within the standard timeline (On-time Resolution).
- Technical CSAT: Customer Satisfaction Score specific to technical capability and solution quality.
- First-Time Fix Rate / Zero Re-work: % of complaints permanently resolved in a single intervention.
- Data Accuracy & Log Compliance: 100% real-time updating and complete reporting of customer cases via Salesforce.
Education
Job Qualifications and Requirements
Higher Nitec, Diploma or Bachelor's degree in Engineering (Mechanical, Electrical, Civil, Industrial) or a related technical discipline.
Experience
- Minimum of 2–4 years of customer service experience or hands-on experience in Technical Service, Field Engineering, or Equipment Troubleshooting within a fast-paced environment.
- Experience interacting with retail consumers, main contractors, and commercial building maintenance teams
Skills
- Ontime (Service Completion): Strong analytical troubleshooting skills, proactive resource planning for parts, and high task ownership.
- Navigating (Customer Interactions): High emotional intelligence for problem-solving, structured technical report writing, and clear, empathetic stakeholder education.
- Software Proficiency: Hands-on experience or high proficiency in CRM tools (Salesforce) and Microsoft Office / Google Workspace.
