Senior Technical Support Manager-Asia (Job Code: CR6065)

The Background of the hiring Company

About Us:
The hiring company  is a leading player from North America in the HVAC industry, known for delivering innovative and reliable heating, ventilation, and air conditioning solutions worldwide. With a strong commitment to technology and innovation, we are dedicated to improving the comfort and efficiency of buildings through our advanced products and services.

Job Description: Senior Technical Support Manager (Data Centre, Greater China & Asia)

Reporting to: AP Data Center Director

Location: Flexible

Technical Issue Resolution & Coordination

1. Attend weekly calls with key account teams to address technical concerns, warranty issues, and service tickets, ensuring timely follow-up and resolution.
2. Act as  the  primary  escalation  point  for  complex  technical  issues,  driving  engineering  and  vendor  teams  to conduct Root Cause Analysis (RCA) and implement corrective actions.
3. Work closely with the factory’s engineering and quality teams to investigate and resolve product performance concerns, warranty claims, and design-related inquiries.
4. Ensure alignment between internal teams (Engineering, Quality, and Warranty) and external stakeholders (key accounts, service providers, commissioning agents).

Factory Engagement & Quality Oversight

1. Participate in witness testing at manufacturing facilities to validate product performance and address technical inquiries before deployment.
2. Collaborate with the factory’s quality and manufacturing teams to provide insights on product reliability, design improvements, and process optimization.
3. Support the  development  of  technical  reports,  RCA  findings,  and  warranty  resolutions  for  key  accounts, ensuring transparency and proactive issue management.

Customer & Key Account Engagement

1. Serve as the technical liaison for key accounts, ensuring clear communication on ongoing product performance, quality improvements, and resolution timelines.
2. Maintain strong relationships with project execution teams, commissioning agents, and contractors, ensuring technical alignment and efficient problem-solving.
3. Contribute to customer presentations and technical documentation, ensuring stakeholders are informed about the company’s technical solutions and quality initiatives.

Continuous Improvement & Strategic Initiatives

1. Work with  the  design  and  engineering  teams  to  provide  customer  feedback  on  product  performance  and recommend improvements for future designs.
2. Support technical process enhancements, ensuring a structured approach to issue resolution and escalation handling.
3. Collaborate with  internal  teams  to  improve  technical  response  times,  issue  tracking,  and  overall  customer satisfaction for key data centre clients.

CORE COMPETENCIES:

Education & Experience:

1. Bachelor’s degree in Mechanical Engineering, Electrical Engineering, or a related technical field.
2. Minimum of 8–10 years of experience in technical support, quality assurance, or field service roles within the HVAC, refrigeration, or industrial equipment sector.
3. Experience in root cause analysis (RCA), warranty management, and issue resolution in a manufacturing or service environment.

Technical Skills:

1. Strong understanding of chiller systems, refrigeration cycles, and HVAC equipment performance.
2. Proficiency in  troubleshooting  mechanical  and  electrical  systems,  with  experience  in  failure  analysis  and problem resolution.
3. Knowledge of quality assurance methodologies, factory witness testing, and process improvement strategies.
4. Familiarity with  technical  documentation,  including  RCA  reports,  service  bulletins,  and  customer-facing presentations.

Soft Skills & Competencies:

1. Excellent problem-solving  and  analytical  skills,  with  the  ability  to  drive  issue  resolution  across  engineering, manufacturing, and service teams.
2. Strong communication and interpersonal skills to liaise effectively with internal teams, customers, and external stakeholders.
3. Ability to manage multiple priorities, work under pressure, and ensure timely resolution of technical issues.
4. Experience working with key accounts and data center clients is a plus.
5. Other Requirements:
6. Willingness to travel occasionally for factory witness testing, site visits, and customer meetings.
7. Proficiency in Microsoft Office and technical reporting tools.