Service Delivery Technical Account Manager (Mandarin and English Support) Singapore
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Job Location:
Kuala Lumpur - Malaysia
Monthly Salary:
Not Disclosed
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
The Technical Service Account Manager (TSAM) will act as the primary point of contact for post-deployment service support overseeing solution performance monitoring customer relationship management service quality assurance and technical issue coordination. This role combines strong technical knowledge with customer success management capabilities serving as a critical bridge between internal delivery teams and client operations.
Key Responsibilities
Post-Deployment Service Performance Management
- System Monitoring & Optimization: Continuously monitor system performance after go-live identify deviations and coordinate corrective actions to ensure long-term system stability and efficiency.
- Incident Response & Issue Handling: Act as the primary technical contact on-site coordinating internal and external teams to resolve issues quickly and minimize downtime.
Root Cause Analysis & Closure: Lead the investigation of major incidents and ensure timely delivery of Root Cause Analysis (RCA) reports driving continuous service improvements.
Quarterly Business Reviews (QBR)
- Structured Reviews: Organize quarterly review meetings with clients to evaluate key performance indicators (KPIs) service compliance issue resolution performance and customer satisfaction.
Feedback Consolidation & Action Planning: Translate client feedback into actionable insights and coordinate with internal product technical and service teams to implement improvements.
Customer Relationship Management & Continuous Improvement
- Client Communication & Escalation: Serve as the day-to-day service contact for clients promptly addressing inquiries and managing escalation processes.
- On-site Solution Implementation Support: Coordinate closely with local ASP on-site support teams to ensure smooth execution of corrective and preventive actions.
Service Quality & Satisfaction Monitoring: Establish and maintain service quality evaluation mechanisms to ensure delivery excellence and ongoing improvement.
Requirements for the Role:
Technical Background
- Computer or Electrical Engineering education background
- Proficient in Windows / Linux environments.
- Solid understanding of basic database knowledge (MySQL);
- Familiar with basic network topology and communication knowledge
- Electrical license with relevant field experience is preferred.
- Working at heights certification is a plus.
- Smart warehousing or PC Maintenance or quality management working experience is preferred
Experience & Skills
- Hands-on experience in field service management or system implementation project management.
- Familiar with after-sales service processes with a strong sense of service delivery and commercial awareness
- Experience with SLA monitoring service quality management and continuous improvement is an advantage.
- Capable of independently managing client communication identifying technical issues and coordinating resolution.
- Strong skills in cross-team collaboration and after-sales reporting.
Language & Communication
- English is native language. Basic Malay skills are considered a plus.
- Mandarin (Chinese) proficiency is preferred for project communication.
Others
- Able to travel for short-term assignments in Singapore and Southeast Asia.
- Singapore PR holders are preferred.
- High sense of responsibility customer orientation and result-driven mindset.
The Package:
- Attractive Salary (RM6000 RM9000).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
- Working Location: Singapore
Key Skills
- IT Experience
- Data Center Experience
- Problem Management
- Network Management
- Management Experience
- Solaris
- Customer Support
- ServiceNow
- IT Service Management
- ITIL
- Project Management
- Operating Systems
