Manager, Customer Support - #1168132

We are looking for an experienced Manager of Customer Support to lead customer support operations, with a strong focus on delivering exceptional service to a diverse portfolio of multinational clients. This role bridges the gap between front-line sales, order management, engineering, and after-sales service. This role is pivotal in ensuring a seamless customer experience across direct and distributor channels, driving operational excellence, and aligning support strategies with commercial goals.

Responsibilities:

• Customer Service Leadership

  • Lead and develop the Customer Service team to deliver best-in-class customer experiences.

  • Own the quote-to-order and order-to-cash support processes, ensuring responsiveness, accuracy, and customer satisfaction

  • Develop and implement service strategies that align with regional business goals and global standards.

  • Monitor and improve key service metrics (e.g., response time, resolution rate, revenue attainment).

  • Serve as the escalation point for complex customer issues, collaborating across departments to drive timely resolution.
    

  Sales Support & Channel Enablement

  • Partner with Sales, Product, Engineering, and Operations to provide pre-sales support, lead-time estimates, and solution configuration.

  • Ensure smooth order management, pricing support, and product availability coordination.

  • Implement and monitor customer feedback loops to improve service levels and loyalty.

  • Support distributor onboarding, training, and ongoing enablement to ensure consistent customer experience.
    
    

  Operational Excellence

  • Establish and enforce standardized processes, tools, and SLAs across the Asia-Pacific to ensure consistency and scalability in global account support.

  • Support the rollout of CRM and ERP tools to streamline customer support workflows.

  • Drive continuous improvement initiatives across support workflows, tools, and systems (Salesforce, SAP, ModelN)

  • Analyze support data to identify trends, root causes, and opportunities for improvement.

  • Ensure compliance with company policies, regulatory requirements, and service-level agreements.

  Team Development

  • Build, mentor, and retain a high-performing support team.

  • Foster a culture of accountability & execution, collaboration, and customer-centricity.

  • Conduct regular performance reviews and provide coaching and development opportunities

Experience & Skillsets:

• Bachelor’s degree in Business, Engineering or related field required.

• Advanced degree such as MBA or equivalent preferred.

• 10+ years of experience in customer support, inside sales, or commercial operations in a global technology/manufacturing setting.

• Inspirational leader with a track record of building high-performing, cross-functional, and geographically dispersed teams

• Proven track record of leading customer support transformations and/or digital enablement initiatives.

• Deep understanding of multinational customer expectations and operational complexity.

• ERP (e.g., SAP, Oracle) and CRM (e.g., Salesforce) expertise

• Excellent verbal and written communication skills; ability to communicate effectively and professionally with a variety of internal and external customers of all levels

• Demonstrated ability in exercising independent judgement to determine appropriate action.

• Effective organizational skills and attention to detail.

• Ability to conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.

• Demonstrated ability to execute and bring projects to completion.

• Ability to manage multiple priorities and tasks in a dynamic environment.

• Energy and ability to motivate others.