SSI SCHÄFER Hiring! Full Time Customer Service and Support Manager in - Ricebowl

About the Group

Become part of our success story!

A leading global solution provider for all sectors of intralogistics – that is us: SSI SCHAEFER. What we also are: A family business that invests in the expertise, passion and talents of its employees.

As one of the largest providers, we help our customers increase the efficiency and sustainability of their storage, picking and transport processes using innovative technologies and software. From fully automated warehouses with customized service and maintenance packages to manual and semi-automatic systems, we offer cost-effective intralogistics solutions from a single source. Moreover, we are now a leading provider of software for internal material flow.

SSI SCHAEFER: 8,600 people that work in 80 operating companies and 7 production sites worldwide and impress customers from all sectors with customized intralogistics solutions.

If you are also looking for an attractive employer to work with on a long-term basis, then simply get to know us!

We are looking for a dynamic and results-drive Customer Service and Support Manager to lead our service operations and technical support function. This role is responsible for delivering exceptional customer experience, managing service operations, and developing a high-performing technical service team to support intralogistics solutions and systems.

This position is offered on a local employment package based on the successful candidate’s country of employment and does not include expatriate benefits.

Key Responsibilities

Business & Financial Performance

• Responsible for overall profitability of the Customer Service business within the country.
• Achieve monthly and annual Sales and EBT budgets through effective service sales strategies.
• Lead the execution of service sales initiatives, including service contracts, system upgrades, and value-added offerings.

Customer & Stakeholder Management

• Act as the primary liaison between customers and internal stakeholders, communicating customer feedback, technical insights and enhancement recommendations to support ongoing product development and service improvements.
• Collaborate closely with cross-functional departments, including Engineering, Field Service and Sales, to deliver seamless and effective customer support.
• Manage customer inquiries, operational issues, and resolve technical challenges related to intralogistics systems.

Technical Service Delivery & Operations

• Oversee and perform on-site diagnostics, troubleshooting, preventive maintenance, and corrective actions to minimize downtime and ensure optimal system performance.
• Review and maintain proper documentation and maintenance of technical materials, including user manuals, operating procedures and troubleshooting guides.
• Drive full adoption of global tools (e.g., Salesforce, CMMS, RPT, GPR, HOPS, JIRA).

Leadership & Team Development

• Lead, coach, and develop a high-performing team.
• Build strong technical capabilities within the team through structured training and continuous development.
• Drive team engagement, accountability, and performance excellence.

Continuous Improvement & Strategy

• Monitor, document and analyze technical issues, customer feedback, and resolutions to support continuous improvement initiatives.
• Drive initiatives to enhance service delivery, operational efficiency, and customer satisfaction.

About You

• Bachelor’s degree or Diploma in Logistic, Engineering, Supply Chain or a related field.
• Minimum 5 years of experience in a managerial role within service, technical support, or operations.
• Proven experience in the intralogistics, material handling, automation, or related industry.
• Excellent communication, presentation, and stakeholder management skills.
• Self-motivated, resourceful, results-oriented, and capable of working independently in a fast-paced environment.
• Strong leadership and people management skills to manage, coach, and develop high-performing technical team.
• Proficient in both English and Mandarin to effectively communicate with Mandarin-speaking customers, partners, and stakeholders.
• Possess a personal vehicle is preferred for travel to customer sites.

What we offer

• MNC exposure
• Reputable employer in the intralogistics industry
• Ability to work with colleagues from diverse backgrounds
• Flexible work arrangements
• Attractive benefits
• Great career development opportunities