LIXIL Hiring! Full Time Aftersales Technical Advisor, LWT APAC in - Ricebowl

Asia Singapore LIXIL International Pte Ltd Employee Assignment Not remote Full Time 3 August 2026

Job Title: Aftersales Technical Advisor, LWT APAC Department Aftersales Service

Reports to (Position): Aftersales Technical Lead, LWT APAC

Position In Org Chart

Leader, Singapore, LWT APAC -> Leader, Aftersales Singapore and Malaysia, LWT APAC -> Aftersales Technical Lead, LWT APAC -> Aftersales Technical Advisor, LWT APAC

Role Objective

The Aftersales Technical Advisor is responsible for the day-to-day execution of technical support across all localized service channels (Retail, Commercial Projects, and Authorized Distribution Partners) across both Singapore and Malaysia. The primary focus is to deliver exceptional first-time resolutions, accurately analyze product complaints, maintain precise digital logs, and provide remote and on-site technical support to ensure complete customer satisfaction.

Key Responsibilities / Duties & Responsibilities

Service Operations & Daily SLA Execution

• End-to-End Case Resolution: Execute standard operating procedures discipline for incoming ticket resolutions to meet strict SLA targets (Response & Resolution Time).
• Intake & Technical Analysis: Collect comprehensive technical data (photos, videos, chronology) from customers to diagnose root causes accurately.
• Remote Solution Architecture: Formulate step-by-step troubleshooting guidelines and provide remote diagnostic guidance/product education as the priority first step to optimize resolution speed.
• Vendor Coordination & Scheduling: Liaise and coordinate directly with authorized external service vendors to efficiently schedule and assign on-site service visits for complex cases.
• On-Site Technical Support: Conduct field visits or site inspections if required
  
  

Digital Discipline & Process Compliance

• Real-Time Data Integrity: Maintain 100% data accuracy by documenting all service stages, customer communications, and technical findings in real-time.
• Digital Tool Adoption: Actively utilize company digital service platforms, including Salesforce Desktop, Field Service Lightning App, and Partner Portals.
• Warranty Claim Management (SAP): Process, validate, and manage warranty claims directly within the digital platforms, ensuring accurate entitlement verification and data mapping for all resolved cases.
  
  

Technical Quality & Customer Interaction

• First-Time Fix Optimization: Guarantee that all individual technical interventions yield a permanent, complete fix to eliminate recurring complaints and minimize zero re-work.
• Customer Feedback Collection: Actively prompt and capture customer satisfaction (CSAT) scores and feedback immediately following a post-resolution task.
• Preventive Client Education: Provide clear, professional preventive education to retail consumers, contractors, and building management regarding proper product maintenance and usage.
  
  

Parts Alignment & Feedback Loop

• Spare Parts Deployment: Request, track, and mobilize the correct mandatory spare parts from the warehouse required for case completion.
• Technical Quality Reporting: Identify and flag recurring product failures or design defects, feeding accurate field details to the Technical Lead to assist with the R&D and Manufacturing feedback loop.
  
  

Key Performance Indicators (KPIs)

• Technical SLA Achievement: % of tickets resolved successfully within the standard timeline (On-time Resolution).
• Technical CSAT: Customer Satisfaction Score specific to technical capability and solution quality.
• First-Time Fix Rate / Zero Re-work: % of complaints permanently resolved in a single intervention.
• Data Accuracy & Log Compliance: 100% real-time updating and complete reporting of customer cases via Salesforce.
  
  

Education

Job Qualifications and Requirements

Higher Nitec, Diploma or Bachelor’s degree in Engineering (Mechanical, Electrical, Civil, Industrial) or a related technical discipline.

Experience

• Minimum of 2–4 years of customer service experience or hands-on experience in Technical Service, Field Engineering, or Equipment Troubleshooting within a fast-paced environment.
• Experience interacting with retail consumers, main contractors, and commercial building maintenance teams
  
  

Skills

• Ontime (Service Completion): Strong analytical troubleshooting skills, proactive resource planning for parts, and high task ownership.
• Navigating (Customer Interactions): High emotional intelligence for problem-solving, structured technical report writing, and clear, empathetic stakeholder education.
• Software Proficiency: Hands-on experience or high proficiency in CRM tools (Salesforce) and Microsoft Office / Google Workspace.