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 (RM6,000 – RM9,000).
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Working Location: Singapore