About this role
Job Purpose: The Technical Support Supervisor is responsible for managing service operations, customer support, and after-sales solutions in Thailand and Southeast Asia. This is a hands-on role that combines managerial responsibility with direct technical support, including on-site repair, maintenance, and testing activities when required. The role ensures customer satisfaction, contract profitability, and growth of the service business while upholding Lucy Electric’s values and principles. Job Context: The Technical Support Supervisor plays a dual role: ensuring efficient service contract management and business growth, while also being directly involved in field service activities to support critical customer needs. This balance of commercial acumen and technical expertise is key to building long-term partnerships and reinforcing Lucy Electric’s reputation for reliability. Job Dimensions: Reports to: Industrial Sales Manager Collaborates with: Engineering, Factory, Business Development, Sales, and Marketing Teams Direct Reports: Service Engineers or Technicians (when assigned) Travel: Frequent travel to customer sites, locally and occasionally internationally Key Accountabilities: Including but not limited to: 1. Contract & Service Management Manage and oversee preventive and corrective maintenance contracts. Ensure all service operations meet contractual obligations. Take care of Site Service and project Management 2. Hands-On Technical Support Personally perform on-site repair, troubleshooting, commissioning, and testing of medium voltage switchgear when required. Support the service team in resolving complex technical issues in the field. Ensure all field service activities are carried out safely and in compliance with Lucy Electric and IEC standards. 3. Customer Relationship Management Act as the primary point of contact for after-sales and service issues. Build strong long-term relationships with key accounts. Conduct regular customer reviews to assess satisfaction and identify service improvements. 4. Service Sales & Business Development Collaborate with the Sales and Tendering team on bids involving service components. Identify new service opportunities and propose tailored solutions. 5. Operational Excellence & Compliance Ensure delivery service meets Lucy Electric’s safety and quality standards. Implement best practices in service processes, documentation, and reporting. Maintain compliance with local labor laws, health and safety regulations, and global guidelines. 6. Team Leadership & Development Lead and mentor service engineers and coordinators. Provide technical training and coaching to enhance field expertise. Foster a culture of accountability, customer-focus, and continuous improvement. 7. Reporting & Performance Monitoring Prepare monthly site service performance and project execution status update. 8. Values & Principles Implementation Promote and implement Lucy Electric’s values and principles in all service and customer activities. Encourage integrity, collaboration, and customer commitment across the team. Qualifications, Experience & Skills: Minimum Qualifications, Knowledge and Experience
• A technical degree or certification in a related field, such as electrical engineering or industrial maintenance. • A minimum of 3-5years of experience in maintenance, repair, and testing of electrical systems or equipment, with a strong focus on RMUs. • Valid driver's license and reliable transportation and Valid Passport • Ability to read and interpret electrical schematics and drawings. • Ability to troubleshoot and diagnose problems with medium voltage electrical switchgear. • Proficiency with technical drawings, electrical schematics, and test instruments. • Strong communication and customer service skills • People management. • Advance in English Behavioural Competencies
• Problem-solving: The ability to identify and resolve problems with RMUs in a timely and effective manner. • Attention to detail: The ability to pay close attention to detail and ensure that all maintenance, repair, and testing activities are completed accurately and to the highest standards. • Communication: Strong communication skills, including the ability to communicate with clients and team members clearly and effectively. • Team Building: Creating strong teams, managing dynamics, and minimizing conflict to achieve common goals. • Customer service: The ability to provide excellent customer service and address client needs and concerns in a timely and professional manner. • Time management: The ability to manage time effectively and prioritize tasks to meet deadlines and minimize downtime. • Teamwork: The ability to work effectively as part of a team and collaborate with colleagues to achieve shared goals.
Responsibilities: 1) Administration: Produce, update, and provide best practice support on complex Microsoft documents, databases, and other departmental systems, advising colleagues as needed and using expertise to help improve processes. 2) Data Collection and Analysis: Collate and analyze data using preset tools, methods, and formats. Involves working independently. 3) Insights and Reporting: Contribute to the preparation of various data and analytics reports. 4) Information and Business Advice: Resolve queries from internal or external customers or suppliers by providing information on complex processes and the related policies, referring issues to others where necessary for interpretation of policy. 5) Quality Assurance: Plan and coordinate testing and inspection of products and processes. Implement corrective actions or continuous improvement initiatives and monitor them to make sure they are effective. 6) Solutions Analysis: Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures, and precedents. 7) Product/Service Information: Provide advanced product/service information and respond to basic customer questions about the product/service. 8) Training development and delivery: Run small training programs (or pieces of large training programs) for specific technical areas and help to prepare training content. Involves following established procedures and working under the supervision of senior colleagues. 9) Personal Capability Building: Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Educational Requirements: Bachelor's Degree or Equivalent Level
General Experience Requirement: Sound experience and understanding of straightforward procedures or systems (7 to 12 months)
Managerial Experience Requirement: Very limited (0 to 3 months)