Assistant Customer Care Manager, APAC

Who will you be working with? Wabtec Inspection Technologies is a world leader in the manufacture of innovative inspection equipment used in industrial and research applications in the aerospace, power generation, petrochemical, civil infrastructure, automotive and consumer products industries. To work at Wabtec Inspection Technologies is to develop within an organization that is an international leader in its field. We stand out for our expertise, enriching work environment and constant search for better solutions. We offer a wide range of ultrasonic and eddy current flaw detection software and equipment. Our equipment is used, among other things, to inspect welds, detect hidden cracks, voids, porosity, and other internal irregularities in various materials.

How will you make a difference? The Assistant Customer Care Manager, APAC will be responsible for leading the APAC Customer Care team to ensure customer satisfaction, managing and resolving issues, and improving overall customer experience. The successful candidate will oversee a distributed team, drive operational excellence, and partner cross-functionally to enhance customer satisfaction and retention. This is a supervisory position that requires a blend of management, communication, and analytical skills.

What would be your typical day look like?

Operations Management

• Operational responsibility for Customer Care team, resources, processes, and systems for Evident Inspection Technologies business in APAC;
• Define team setup, roles and responsibilities, as well as operational routines and processes to ensure highly competitive customer service level;
• Prioritize tasks and allocate resources for daily operation; conduct periodic performance and operational reviews; establish clear SOP and guidelines;
• Be responsible for sales & service commercial administration activities and corresponding customer interaction & communication;
• Defining service levels together with stakeholder functions;
• Implement and develop operational excellence as well as Key Performance Indicators (KPIs) of relevant standard processes;
• Manage team and key stakeholder collaboration across the APAC organization;
• Coordinate/organize continuous training to ensure highest standards

Service Management

• Ensure high-quality customer service to internal and external customers; process all orders on time and in perfect condition; proactively address customer complaints and resolve operational issues.
• Manage both internal and external stakeholder relations; work with key stakeholders to establish clear and reasonable expectations.
• Provide periodic performance and operational reports to management, or other reports as required.

Team Management

• Motivate, guide, and inspire the team to service excellence; review the team structure as necessary; equip the team with the necessary skills and capabilities to perform their duties efficiently and effectively; instill a strong customer-focused mindset and attitude

Continuous Improvement

• Focus on continuous improvement initiatives to drive customer satisfaction and business growth.
• Establish improvement objectives and targets; initiate and drive team improvement projects; establish and measure team performance metrics; address all gaps/ weaknesses identified.
• Any other tasks as assigned by Supervisor.

What do we want to know about you?

• Diploma or Degree in Supply Chain, Business, or IT;
• Min 8-10 years’ experience in customer care/supply chain or equivalent with at least 5 years’ experience leading and managing a team across regions;
• Strong experience in customer service, order fulfilment, order processing;
• Hands-on knowledge and experience with SAP (SD);
• Good understanding of international trade, freight and customs documentation;
• Excellent verbal and written communication to handle escalations, customer inquiries, and internal reporting;
• Passion for delivering exceptional customer experience;
• Sensitive and adaptable to a multi-cultural environment;
• Flexible and adaptable working style;
• Proven ability to lead, motivate, and develop teams—especially across multiple countries or time zones;
• An analytical mindset to translate customer insights into business improvements

Applicants must have current working rights in Singapore. Please note that visa sponsorship is not available for this position.

Successful candidates will be required to complete background and criminal history check.

We thank all applicants for their interest; each application will receive a response.

We do not accept unsolicited contact from recruitment agencies.

What could you accomplish in a place that puts People First?

At Wabtec, it’s not just about a job - it’s about the impact you make. When our people come together, we’re Expanding the Possible by continuously improving what we do and how we do it - for our clients and each other.

If you’re ready to revolutionize how the world moves for future generations, Wabtec is the place for you.

Who are we?

Wabtec is a leading global provider of equipment, systems, digital solutions, and value-added services for the freight and transit rail sectors. Drawing on more than 150 years of experience, we are leading the way in safety, efficiency, reliability, innovation, and productivity. Whether it’s freight, transit, ports, logistics, mining, industrial, or marine, our expertise, technologies, and people together – are accelerating the future of transportation. With roots that date back to George Westinghouse, Thomas Edison, and Louis Faiveley, Wabtec has always built technologies and implemented solutions for a variety of sectors that are critical to meeting the needs of customers and governments alike.

Our global team of about 30,000 employees worldwide delivers performance that moves the world forward. We’re lifelong learners, obsessed with better. Learn more at www.WabtecCorp.com.

Culture powers us and the possibilities.

We believe the best ideas come from a mix of experiences and backgrounds. At Wabtec, we strive every day to create a place where everyone belongs. We’re building a culture where leadership, inclusion and your unique perspective fuel progress.

We’re proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.

Need accommodation? Just let us know - we’ve got you.