Senior Executive, Technical Service (Citaglobal Powergen Sdn Bhd)

REPORTING TO : HEAD OF OPERATIONS

JOB PURPOSE : Lead technical team to ensure highest level of customer satisfaction and product reliability by providing expert level-level technical support, leading complex issue resolution, acting as a critical bridge between customers, internal engineering teams, and the business to drive product improvement and retention.

Key Responsibilities:

Expert Technical Resolution & Leadership

• Serve as the highest level of escalation for critical, complex, or chronic technical issues that frontline support cannot resolve
• Lead the diagnosis, troubleshooting technical issues that frontline support cannot resolve.
• Develop and document advanced solutions, workarounds, and best practices for recurring problems.
• Mentor and coach the technical support team mechanic/electrician/technician

Customer Relationship & Strategic Partnership

• Manage technical relationships with key or strategic customer.
• Translate complex technical concepts into clear business impacts for customers and internal stakeholders
• Proactively risks in customer deployments and guide them towards stable, optimized usage of the product/service
• Drive customer retention through exceptional service and building trust as a technical expert.

Internal Collaboration & Voice of the Customer

• Act as a primary liaison between the customer-facing support organization and internal R&D/Engineering/Product Management teams
• Synthesize customer feedback and technical data to advocate for bug fixes, feature improvements, and product enhancements
• Create detailed technical reports and bug filings to accelerate the engineering resolution process.

Process & Knowledge Improvement

• Lead or contribute to projects that improve support tools, processes, and knowledge base quality
• Analyze support case trends to identify areas for proactive support, training, or documentation updates
• Develop and deliver advanced technical training sessions for both internal teams and customers

Requirements:

Qualification

• Bachelor's degree in Mechanical/Electrical Engineering, or a related field
• Minimum 5–8 years experience in technical support, field service or a hands-on engineering role, with a clear progression to complex problem solving.
• Preferably in power generation, oil & gas, marine, industrial equipment, electrical systems, or engineering services. Zone2 equipment system knowledge is advantage

Knowledge

• Electrical and mechanical principles related to power generation systems.
• Familiarity with genset operation, load testing and commissioning procedures.
• Understanding of safety regulations and industry standards for electrical and mechanical installations.
• Deep, hands-on expertise on the genset / air-compressor especially on Zone 2 system.

Skills

• Strong communication, negotiation, and customer-facing consultancy.
• Advanced Problem-Solving & Analytical thinking – Ability to deconstruct highly complex, intermittent, or systemic issues under pressure.
• Leadership & Mentorship – Ability to lead resolution bridge, mentoring the team and influence without formal authority.
• High Emotional Intelligence & Diplomacy – Manage stress, de-escalates tense situations and navigates internal politics to get things done for the customer
• Project Management – Basic skills to run small improvement projects.

You may view our website at www.citaglobal.my for more information about company.

Only shortlisted applicants will be notified.