Technical Support Executive

Job Title: Technical Support Executive

Department: Technical Support Department (TSD)

Reporting To: Technical Support Manager / Technical Support Supervisor

Location: 101 Woodlands Avenue 12 #02-03 Polaris@Woodlands Singapore737719

Job Purpose

The Technical Support Executive is responsible for providing technical assistance, troubleshooting, and after-sales support for Uninterruptible Power Supply (UPS) systems. This role ensures timely resolution of customer issues, supports installation and maintenance activities, and maintains high standards of customer satisfaction while adhering to company policies and service procedures.

Key Responsibilities

1. Technical Support &Troubleshooting

Provide first-level and second-level technical support for UPS systems via phone, email, or on-site.

Diagnose and resolve faults related to UPS units, batteries, and associated equipment.

Escalate complex issues to senior engineers or managers when required.

2. Installation & Maintenance Support

Assist in the installation, commissioning, and testing of UPS systems.

Perform routine preventive maintenance on customer sites.

Support field service specialist during major service operations.

3. Customer Interaction & Service Delivery

Respond promptly to customer inquiries and service requests.

Provide guidance on UPS operation, safety, and maintenance best practices.

Ensure a professional approach to handling customer complaints and technical queries.

4. Documentation & Reporting

Prepare accurate service reports, fault logs, and maintenance records.

Update the customer service system with case details and resolutions.

Report recurring issues and feedback to the Technical Support Manager for review.

5. Coordination & Team Support

Work closely with the warehouse/logistics team for spare parts coordination.

Collaborate with sales and customer service teams to ensure smooth service delivery.

Support knowledge sharing within the team by contributing to FAQs and troubleshooting guides.

6. Compliance & ContinuousImprovement

Adhere to company service standards, warranty terms, and safety regulations.

Participate in ongoing technical training and certifications to improve skills.

Suggest process improvements to enhance service efficiency and customer satisfaction.

Qualifications & Requirements

Diploma / ITE in Electrical Engineering, Electronics, or related field.

1-3 years' experience in technical support, preferably in UPS systems or electrical power equipment.

Strong understanding of electrical systems, circuits, and batteries.

Good problem-solving and troubleshooting skills.

Effective communication and customer service skills.

Willingness to travel for site support and maintenance.

Key Competencies

Technical aptitude in power systems and UPS equipment

Customer-oriented mindset

Attention to detail and accuracy in reporting

Team player with strong interpersonal skills

Ability to work under pressure and meet deadlines

Adelmo Singapore Pte Ltd offers opportunities for growth in the power protection industry. If you have strong technical skills and a passion for customer support, we welcome your application.