Job Title: Manager - Product Engineering & Service and Response

Department: Engineering & Service
Reports To: Chief Operating Officer (COO)
Location: Singapore

Job Summary:

The Manager of Product Engineering & Service and Response is responsible for leading the product engineering team in designing and improving data centre cooling solutions while ensuring a highly responsive and efficient service operation. This role requires strong analytical skills, a deep understanding of product reliability (MTBF), and the ability to develop training programs for both internal teams and external contractors. The manager is also responsible for providing regular reports to management and continuously improving service processes to enhance productivity and customer satisfaction.

Key Responsibilities:

Product Engineering:

1. Lead the Product Engineering team in the design, development, and continuous improvement of data centre cooling products.
2. Analyze product performance data, including Mean Time Between Failures (MTBF), to improve reliability and optimize lifecycle costs.
3. Collaborate with R&D, Project Engineering, and Service teams to refine product designs based on field performance and technological advancements.
4. Ensure product compliance with industry regulations, quality standards, and customer requirements.
5. Drive cost optimization initiatives without compromising performance and reliability.
6. Develop and maintain technical documentation, including product specifications, design guidelines, and test procedures.
7. Work closely with Supply Chain and Supplier Quality Engineering teams to optimize component selection and supplier performance.
8. Provide technical training on products and engineering principles to internal teams and external contractors.

Service and Response:

1. Oversee the Service and Response team to ensure efficient troubleshooting, maintenance, and customer support for deployed cooling systems.
2. Ensure compliance with client Service Level Agreements (SLAs), including:
   • 2-hour on-site response time for critical service calls.
   • 24/7 standby readiness to handle emergency service requests.
3. Develop strategies to enhance service efficiency, including predictive maintenance and remote monitoring solutions.
4. Conduct root cause analysis (RCA) and implement corrective actions for recurring service issues.
5. Ensure the team is fully equipped with the necessary tools, spare parts, and materials for any service call, minimizing downtime.
6. Manage spare parts inventory, warranty processes, and service contract management.
7. Work closely with customers to provide technical training, documentation, and on-site support when necessary.
8. Maintain a feedback loop between Service and Product Engineering to drive product improvements based on real-world operational challenges.
9. Develop and implement training programs for service personnel and external contractors to enhance troubleshooting skills and service efficiency.

Analytics, Reporting & Process Improvement:

1. Use data-driven insights to improve service response times, optimize maintenance schedules, and reduce system downtime.
2. Provide regular reports to management on product performance, service efficiency, failure analysis, and customer feedback.
3. Develop standard operating procedures (SOPs) and best practices to enhance service productivity and customer experience.
4. Identify and implement process improvements to reduce operational costs and improve service delivery.
5. Leverage digital tools and automation to enhance service management and predictive maintenance.

Qualifications & Experience:

• Bachelor's degree in Mechanical Engineering, Electrical Engineering, or a related field.
• 3+ years of experience in product engineering and/or service management, preferably in HVAC or data centre cooling.
• Strong leadership skills with experience managing cross-functional teams.
• Proven analytical skills, with experience in MTBF calculations, reliability analysis, and data-driven decision-making.
• Hands-on experience with cooling system design, thermal management, and service operations.
• Proven track record in managing and meeting stringent SLAs for critical service operations.
• Excellent problem-solving skills and ability to work in a fast-paced environment.
• Strong customer orientation and ability to handle service escalations effectively.
• Experience in conducting technical training for internal teams and external service providers.
• Proficiency in engineering software, service management tools, and data analysis for product and service optimization.