Technical Customer Service Manager

TL;DR

Technical Customer Service Manager: Lead after-sales service operations and technical customer support in Thailand with an accent on service strategy, SLA-driven issue resolution, and warranty/claims control. Focus on building profitable service revenue through maintenance contracts and spare parts sales while managing the TCS team and third-party service providers.

Location: Bangkok, Thailand

Company

Technical service and hygiene technology provider (Diversey, a hirify.global company) supporting customers across multiple industries.

What you will do

• Develop and implement service strategies and profitable after-sales service business models.
• Drive service revenue via annual maintenance contracts, spare parts sales, labor services, and warranty management.
• Ensure customer calls are handled within agreed SLAs and deliver high-quality service through internal teams and third parties.
• Manage warranty administration and claims to keep warranty costs under control.
• Lead and coach the TCS team and third-party service providers; review performance and resolve operational issues.
• Build and run field service and service support processes, coordinate spare parts inventory with Supply Chain, and maintain safety/SOP compliance.

Requirements

• Bachelor’s degree in mechanical or electrical engineering (B.E.); postgraduate management qualification is an advantage.
• 12 to 15 years of progressive experience in technical service or after-sales support, ideally in capital equipment, engineering equipment, electro-mechanical equipment, hygiene solutions, or industrial/cleaning systems.
• Proven experience managing after-sales service, service business development, field call management, and third-party/vendor management.
• Proven experience in team management and service selling with strong customer orientation.
• Strong problem-solving and interpersonal skills; leadership ability, patience, and focus on operational excellence.

Culture & Benefits

• Competitive salary and bonuses.
• Competitive health and wellness benefit plan.
• Continuous professional development with growth opportunities.
• Provident fund.
• Hybrid work arrangement.