The Technical Support Lead plays a pivotal dual-role in Everllence Singapore, combining frontline technical escalation handling with structured competency development of field service personnel. The incumbent is responsible for resolving complex technical cases, supporting customer engagements, and shaping a high-performance service team by identifying skills gaps and delivering targeted training interventions aligned with global PrimeServ capability frameworks.
Key Tasks & Responsibilities
- Serve as the first point of contact for escalated technical issues related to highspeed engine systems; conduct root cause analyses and provide effective resolution in collaboration with internal engineering and product teams.
- Coordinate technical service cases requiring cross-functional involvement, ensuring effective information flow between Service Operations, Sales, Engineering, and Aftersales Department.
- Manage service coordination for field service engineers, including job assignment, resource planning, and technical preparation to ensure seamless service execution.
- Coordinate the test bed plan with the workshop foreman and assign service engineers for the engine testing.
- Deliver remote and onsite technical assistance to customers across the APAC region; actively participate in customer meetings, audits, and technical reviews as the subject matter expert.
- Work closely with sales and project teams to support Integrated Logistics Support (ILS) preparation for tenders and ongoing project deliveries.
- Identify technical competency gaps across the high-speed engine service team and Business Partners; design and implement structured training programs (hands-on, classroom, digital) in collaboration with the Engine Academy.
- Coach and mentor field service engineers and technicians to improve diagnostic acumen, technical proficiency, and customer communication.
- Maintain and administer the service skill matrix, competency records, and certification status of internal and external service staff in the region.
- Support root cause investigations and define corrective and preventive actions for recurring service problems or non-conformities.
- Contribute to service process standardization and continuous improvement initiatives to reduce cost-to-serve and improve technical responsiveness.
- Prepare and update service documentation, including reports, bulletins, troubleshooting guides, SOPs, and technical checklists.
- Monitor technical KPIs, training outcomes, and service effectiveness indicators, and propose data-driven improvements.
- Participate in global and regional technical forums to represent the local organization's insights and performance.
- Uphold safety and quality standards in all field support and training activities, in line with Everllence policies and Ministry of Manpower regulatory requirements.
- Travel up to 20% (regional and international) is required to support onsite technical interventions, customer engagements, training facilitation, and service coordination.
Experience & Skills
- Bachelor's Degree in Mechanical or Electrical / Electronic Engineering (or equivalent).
- 610 years of technical service or field support experience, ideally in marine, energy, or high-speed engine industries.
- Demonstrated hands-on diagnostic and troubleshooting capability.
- Strong coordination, communication, and documentation skills.
- Experience in delivering technical training or mentoring junior engineers.
- Experience in service coordination and operational support for field service engineers.
- Knowledge of training development tools, e-learning platforms, and service quality frameworks.
- Understanding of remote diagnostics and digital service tools.
