Customer Support Manager / Officer, APAC (Marine)

Job Description Location: Tukang, Singapore (West) Only candidates with the legal right to work in Singapore will be considered. Please note that applicants without this eligibility will not be considered. Why join Rolls-Royce? At Rolls-Royce we are proud to be a business that has truly helped to shape the modern world and are committed to always being a force for progress; powering, protecting and connecting people everywhere. By joining Rolls-Royce, you'll have the opportunity to work on world-class solutions, supported by a culture that believes individuality is our greatest strength, and all perspectives, experiences and backgrounds help us innovate and enable our high-performance culture. Position Summary The Customer Support Officer will provide end-to-end customer service and technical support for Mobile (mainly Marine and including Industrial applications) products across the APAC region. This role supports customers directly or through subsidiaries, distributors, service partners, and channel networks. You will be responsible for addressing customer enquiries, coordinating technical resolutions, supporting warranty and documentation processes, and ensuring a high level of service quality throughout the customer lifecycle. This role plays a critical part in maintaining customer satisfaction, supporting crisis-recovery activities, and collaborating with internal teams such as Engineering, Level 3 support, Factory, R&D, and the Failure Analysis Center. What You Will Be Doing • Customer Service & Technical Support • Act as the primary contact for customer queries relating to products, service requirements, and technical issues. • Provide pre-sales and post-sales support, ensuring timely and accurate responses. • Coordinate remote or on-site support as required for troubleshooting, commissioning, product evaluation, and technical resolution. • Assist in diagnostic work including data analysis, failure analysis, and root-cause identification. • Support crisis management efforts by coordinating recovery plans and ensuring minimal customer disruption. • Service Operations Coordination • Support installation, commissioning, routine maintenance, repairs, and overhaul activities. • Work with service partners, distributors, and internal technicians to ensure service activities are executed according to standards. • Monitor regional capabilities and capacities, escalating requirements to management where necessary. • Documentation & Reporting • Prepare and maintain technical documentation, service reports, troubleshooting logs, and commissioning records. • Ensure proper documentation is submitted for warranty evaluations, claim approvals, and customer case files. • Consolidate customer feedback and operational data to report trends, risks, and improvement opportunities. • Warranty & Quality Support • Assist with warranty claim evaluation by reviewing technical evidence, service reports, and parts assessments. • Work closely with the Failure Analysis Center (FAC) to gather information, coordinate testing, and support investigations. • Provide structured feedback to Level 3 support, factory teams, and R&D for continuous product improvement. • Customer Relationship & Sales Support • Build and sustain strong relationships with customers and stakeholders across APAC. • Identify potential leads or opportunities during customer interactions and pass them on to the Sales organization. • Support Customer Care Center operations by handling escalations and ensuring smooth service delivery. • Regional Support Activities • Assist in Correction-in-Field (CiF) programs, ensuring proper execution and compliance. • Coordinate cross-regional technical support activities when required. • Perform any other service-related duties to support regional operations. Position Requirements Education & Experience • Diploma or Degree in Electrical, Mechanical, Mechatronic Engineering or other relevant disciplines. • 2–5 years of experience in technical support, service operations, customer service engineering, commissioning, or related roles. • Experience in diesel engines, marine applications, or industrial power systems is highly preferred. Technical Skills • Strong understanding of mechanical/electrical systems and troubleshooting methodologies. • Knowledge of diagnostic tools, data analysis, and root-cause investigation techniques. • Ability to read engineering drawings, service manuals, and technical documentation. Soft Skills • Strong customer-service mindset with the ability to communicate technical concepts clearly. • Good coordination, follow-up, and stakeholder management skills. • Ability to work under pressure, especially during crisis recovery situations. • Proactive, detail-oriented, and able to work independently as well as in a team. Additional Requirements • WSQ/HS&E safety certifications or equivalent are an advantage. • Willingness to travel regionally within the APAC region to support service needs. •...