Senior Service Engineer

As a Senior Service Engineer, you will not only resolve technical challenges but also act as a trusted advisor to key accounts, ensuring seamless service delivery and long-term customer success. This role combines deep technical expertise with strategic account management to drive revenue growth, cost efficiency, and innovation across SEA.

This position reports to the Customer Support Manager, SEA and is part of the customer support team located in Singapore will be remote.

In this role, you will have the opportunity to:

1. Diagnosing and resolving high-complexity technical issues escalated from distributors or customers, leveraging data-driven insights and creative troubleshooting.

2. Develop and document best practices for recurring problems, reducing resolution time and improving service quality.

3. Serve as the Primary Engineer for strategic accounts, building relationships with key stakeholders to understand their needs and pain points.

4. Lead cross-functional projects to redesign service workflows (e.g., remote diagnostics, spare parts logistics) that reduce costs and improve turnaround time.

5. Propose and test new service offerings (e.g., training programs, extended warranties) to enhance customer value.

The essential requirements of the job include:

. Education - Degree or equivalent in Engineering

. Experience - 8+ years in field service, with at least 3 years in a customer-facing technical advisory role

. Required Skill - Proven ability to resolve multi-faceted technical issues under pressure. Respond to routine enquiries, prioritize service calls and tasks, escalate service calls and provide appropriate responses and advice to customers when handling enquiries. Fluent in English.

Travel, Motor Vehicle Record & Physical/Environment Requirements:if applicable for role

. Good have a valid driver's license with an acceptable driving record

It would be a plus if you also possess previous experience in:

. Experience in designing training programs or technical documentation to uplift team capabilities.

. Proficiency in automation and understanding how automation helps integrate workflow

. Project management skills for leading service innovation pilots.