Senior Manager, Customer Management

Job Summary

This senior technical professional responsible for managing customer operational support, technical advisory services, and service delivery for data center and smart building environments. The role serves as the primary customer interface for technical operations, incident management, maintenance planning, and continuous service improvement while supporting pre-sales activities and driving smart building solution development across Hong Kong and the Asia-Pacific region.

Key Responsibilities

Customer & Technical Service Management

• Act as the primary technical contact for customers, providing expert advice and operational support for E&M facilities, facilities management, physical security, and data center operations.
• Build strong customer relationships and ensure service deliverables meet agreed quality, SLA, and customer expectations.
• Review and manage customer reports, incident reports, maintenance plans, and operational support activities.
• Coordinate with internal teams to ensure timely resolution of issues and effective service delivery.
• Drive service improvement initiatives, including automation, predictive maintenance, and operational optimization.

Incident & Change Management

• Lead customer communications during incidents, maintenance activities, and escalations.
• Review and customize incident reports, maintenance methodologies, risk assessments, and mitigation plans.
• Conduct post-incident reviews and recommend preventive actions and service enhancements.

Pre-Sales & Business Development

• Support pre-sales activities, solution presentations, demonstrations, workshops, and customer engagements across Hong Kong and APAC.
• Identify business growth opportunities and support sales teams in achieving revenue targets.

Smart Building Solution Design

• Design and position integrated smart building solutions
• Ensure solutions are scalable, commercially viable, and aligned with customer operational requirements and industry standards.
• Collaborate with product and development teams to provide market feedback and support solution innovation.

Other Responsibilities

• Undertake any additional duties and ad hoc assignments as assigned by management.

Requirements

• Bachelor's degree in Electrical Engineering, Mechanical Engineering, Building Services Engineering, Automation, or a related discipline. Equivalent industry experience will also be considered. Relevant certifications in Building Management Systems (BMS), Building Automation, Retro-Commissioning (RCx), or Energy Management are an advantage.
• Minimum 5 years of customer service or technical support experience within the ICT, data center, smart building, building automation, or related industries.
• Experience in technical pre-sales, solution consulting, sales engineering, solution architecture, product management, or technical consultancy is preferred.
• Hands-on experience with BMS, HVAC, IoT, building automation, or integrated building systems, ideally gained with a system integrator, technology vendor, or solution provider.
• Experience engaging with channel partners, end customers, and senior stakeholders in a customer-facing capacity.

Fringe Benefits:

• Hybrid work model - 2 days' work from home
• 18 days Annual Leave
• Performance Bonus
• 14 weeks full-paid Maternity Leave
• Birthday Leave
• 5 days Paternity Leave
• With medical & dental benefits