Technical Service Team Lead

Job summary
Monitoring and ensuring timely delivery of service reports to clientsResolving customer issues using internal and external resourcesActing as a customer interface for requests, project management, escalations, etc.
Job seniority: mid-to-senior level
Responsibilities
• Conduct regular service review meetings and ensure timely delivery of service reports to clients• Address and resolve customer issues using internal and external resources• Serve as a customer interface for requests, project management, escalations, etc.• Handle customer problems and ensure timely resolution• Support Manager in annual review for Service Management Process, SOP, Guidelines, Manuals, etc.• Bridge the gap between customers and service delivery team for schedule sharing, updates, reports, and Customer Receipt Forms• Conduct onboarding meetings for new customers and provide post-sales support to Account Manager• Develop and compile Procedures Methods for emergency maintenance and prevention activities, review customer service-related notifications
Requirements
• Bachelor's degree in Engineering, IT, or related field• Minimum 3 years of experience in data center services or operations• Fluent in English• Proficiency in Mandarin is a plus• Good technical knowledge in Mechanical & Electrical Systems, Network Cl, related data center facilities• Good communication skills, able to manage customer needs and expectations• Willing to support and facilitate data center incidents outside office hours
Key Skills Needed
• Fluent in English• Proficiency in Mandarin is a plus• Good technical knowledge in Mechanical & Electrical Systems• Good communication skills