Company and Job Overview
A reputed energy company is looking for an experienced Technical Support Manger to set the strategic direction and overseeing the technical support operations for residential, commercial, and industrial gas customers. Reporting to the Head of Department, the role ensures the safe, efficient, and compliant delivery of technical services across gas infrastructure, equipment maintenance, and customer support. While managers handle the operational execution, the Senior Manager focuses on leadership, policy control, and continuous improvement. This role serves as the key liaison between internal teams, external stakeholders, and senior management to ensure alignment with department goals and organizational objectives.
Responsibilities
1. Strategic Leadership
Provide high-level direction for technical and support operations across residential, commercial, and industrial gas customers, ensuring alignment with organizational goals.
Oversee the formulation and enforcement of policies and procedures, ensuring compliance with industry standards and regulatory requirements.
Guide operational managers in executing strategic initiatives and achieving service excellence while maintaining operational efficiency.
2. Team Leadership & Development
Lead and mentor managers who oversee engineers, field technicians, and support staff, ensuring the teams meet performance and service standards.
Support managers in workforce planning, rostering, and manpower allocation to ensure service demands are met across customer segments.
Drive career development and ensure that training and certification programs are aligned with industry requirements.
Cultivate a culture of safety, collaboration, and customer service excellence within the department.
3. Customer-Focused Strategy
Provide strategic oversight to ensure effective technical troubleshooting and on-site support for customer installations, gas meters, regulators, and appliances.
Ensure that service requests, complaints, and escalations are handled effectively by the team, with a focus on long-term solutions.
Collaborate with customer service teams to incorporate technical feedback into broader service improvements.
4. Process & Service Improvement
Identify opportunities for improving workflows, fault reporting, and issue resolution processes, delegating implementation to operational managers.
Ensure that SOPs, safety protocols, and operational checklists are regularly updated to reflect industry best practices.
Monitor service data trends and guide managers in implementing preventive measures for recurring issues.
5. Compliance & Safety
Ensure that technical support operations are fully compliant with internal safety standards, gas regulations, and licensing conditions.
Provide strategic oversight for incident investigations, safety audits, and risk assessments, collaborating with managers to implement corrective actions.
Promote safety awareness and ensure that field teams follow established work procedures and use of PPE.
6. Coordination & Communication
Act as the key point of communication between technical operations and the Head of Department, providing strategic updates and performance reports.
Work closely with Operations, Projects, HSSE, and Customer Service teams to ensure smooth service continuity and support project execution.
Guide the preparation of reports on department performance, issue trends, and resource needs for senior management.
7. Vendor & Asset Management
Oversee the strategic management of external contractors, vendors, and service providers to ensure work quality and adherence to specifications.
Monitor inventory levels of tools, spare parts, and technical equipment, ensuring that operational teams have the resources needed for uninterrupted service delivery.
Recommend and guide the adoption of new tools, technologies, or systems to enhance efficiency and effectiveness.
Qualifications & Experience:
Bachelor’s degree in mechanical, Electrical, or Instrumentation Engineering, or a related field.
7–10 years of experience in technical operations or field support within the gas, utilities, or energy sector, with at least 3 years in a managerial or senior leadership role.
Strong understanding of gas distribution systems, customer installations, and technical support operations across residential, commercial, and industrial sectors.
Proven experience in strategic leadership, policy development, and cross-functional coordination.
Excellent leadership, communication, and team development skills.
Familiarity with industry quality standard ISO 9001regulatory compliance standards will be added advantage.
Catherine Qu
JAC Recruitment Pte Ltd
EA Personnel: R22104823
EA Personnel Name: QU QIUSHI
#LI-JACSG
#countrysingapore
Catherine Qu
JAC Recruitment Pte Ltd
EA Personnel: R22104823
EA Personnel Name: QU QIUSHI
#LI-JACSG
#countrysingapore