About the Role
Our client is a global leader in primary and secondary power distribution solutions and smart grid automation technologies. They are seeking a Technical Support Supervisor to lead their technical customer support and escalation function in Thailand.
Positioned at the critical intersection of regional power utilities, commercial distributors, field engineers, and in-house engineering teams, you will lead a dedicated support team ensuring fast, high-quality resolution of complex electrical and grid automation inquiries. In this role, you will drive root cause analysis (RCA) on switchgear and automation systems, oversee technical reviews, and ensure compliance with international IEC and KEMA standards.
Key Responsibilities
- Team Leadership & Supervision: Supervise day-to-day technical support operations, managing ticket assignments, resolution SLAs, escalation pathways, and team performance metrics.
- Complex Electrical Troubleshooting: Lead root cause analysis (RCA) and technical investigations for field issues involving MV/LV switchgear, Ring Main Units (RMUs), and overhead line equipment.
- Network Automation & SCADA Support: Provide high-level technical guidance for Distribution Network Automation systems, Remote Terminal Units (RTUs), device management software, and protection relay configurations.
- Customer Escalation Management: Act as the primary technical contact for high-priority escalations from regional utility clients and industrial end-users to deliver timely resolutions.
- Cross-Functional Collaboration: Partner closely with manufacturing, design engineering, and global R&D teams to communicate field failure modes and support product improvements and customization requests.
- Technical Documentation & Reporting: Review, approve, and deliver fault analysis reports, single-line diagram (SLD) reviews, schematic assessments, and product application guides.
- Training & Capability Development: Conduct technical product training and knowledge transfer sessions for internal teams, regional distributors, and utility client personnel.
- Quality & Safety Compliance: Maintain strict adherence to ISO 9001, ISO 14001, and ISO 45001 standards across technical support operations.
Requirements
- Education: Bachelor’s degree in Electrical Engineering (Power Engineering preferred) or a related field.
- Technical Expertise: 5+ years of experience in technical support, application engineering, or field engineering, featuring hands-on expertise with MV & LV switchgear, Ring Main Units (RMUs), and protection relays.