Job Description

Customer Support Manager – Ideal Systems SEA

Position Summary

The Customer Support Manager is responsible for leading the customer support function within Ideal Systems. This role ensures that clients receive timely, professional, and effective support for AV systems, service requests, maintenance contracts, and project-related aftercare.

The Customer Support Manager will act as the main escalation point for customer issues, coordinate with internal technical teams, manage support processes, and continuously improve customer satisfaction and service quality.

Key Responsibilities

Customer Support Management

  • Lead and manage the customer support team to ensure high-quality service delivery.

  • Act as the main escalation point for customer complaints, urgent issues, and service-related concerns.

  • Ensure support requests are logged, tracked, assigned, and resolved within agreed timelines.

  • Maintain clear communication with customers regarding issue status, next steps, and resolution plans.

  • Build and maintain strong relationships with key clients, vendors, and internal stakeholders.

Service Coordination

  • Coordinate with project managers, service engineers, AV technicians, vendors, and subcontractors to resolve customer issues.

  • Ensure proper handover from project teams to support teams after project completion.

  • Support preventive maintenance planning, service contract delivery, and warranty support.

  • Monitor response times, resolution times, and service-level agreement compliance.

  • Review recurring issues and work with technical teams to identify long-term solutions.

Team Leadership

  • Supervise, coach, and develop customer support staff.

  • Assign daily tasks and manage team workload.

  • Provide guidance on handling difficult customer situations.

  • Conduct regular performance reviews and support team training.

  • Promote a customer-focused and solutions-driven culture.

Process and Reporting

  • Develop and improve customer support workflows, escalation procedures, and reporting processes.

  • Set up, configure, and manage customer support platforms such as Zendesk or equivalent ticketing systems.

  • Maintain accurate records of service requests, customer communications, and issue resolutions.

  • Prepare regular reports on support performance, customer satisfaction, open cases, and service trends.

  • Identify areas for process improvement and propose practical solutions.

  • Ensure support documentation, system records, and client information are kept up to date.

AV Technical Support Understanding

  • Understand common AV systems, including audio systems, video displays, control systems, conferencing systems, digital signage, IPTV, broadcast AV, and networked AV solutions.

  • Work closely with technical teams to understand system faults and communicate them clearly to customers.

  • Support troubleshooting coordination for onsite and remote service cases.

  • Ensure customer issues are handled professionally, even when technical investigation is ongoing.

Requirements

  • Minimum five (5) years of experience in a similar customer support, service management, helpdesk management, or technical support management role.

  • Experience in the AV, broadcast, IT, systems integration, or related technical industry is preferred.

  • Experience with setting up, configuring, or managing Zendesk or equivalent customer support/ticketing platforms is preferred.

  • Good understanding of AV systems, service support workflows, and maintenance operations.

  • Strong customer service mindset with excellent communication skills.

  • Ability to manage escalations, pressure situations, and demanding clients professionally.

  • Strong organisational and follow-up skills.

  • Experience working with ticketing systems, CRM systems, or service management platforms.

  • Ability to coordinate between customers, engineers, project managers, vendors, and management.

  • Strong problem-solving skills and attention to detail.

  • Good written and spoken English.

Preferred Qualifications

  • Diploma or degree in AV technology, electronics, IT, engineering, business, or a related field.

  • CTS certification or other AV industry certification is an advantage.

  • Experience with AV service contracts, preventive maintenance, and SLA management.

  • Experience managing support teams in a technical environment.

  • Knowledge of networked AV, video conferencing, control systems, and managed services.

  • Experience improving customer support workflows, escalation structures, and service reporting.

Key Performance Indicators

  • Customer satisfaction score.

  • Service response and resolution times.

  • SLA compliance.

  • Number of open and overdue support cases.

  • First-time resolution rate.

  • Quality of customer communication.

  • Reduction of recurring service issues.

  • Team performance and productivity.

  • Accuracy and completeness of support reporting.

Personal Attributes

  • Professional and customer-focused.

  • Calm under pressure.

  • Strong communicator.

  • Organised and reliable.

  • Hands-on and practical.

  • Able to work with both technical and non-technical stakeholders.

  • Proactive in identifying problems and improving service quality.

  • Service-minded with a strong sense of ownership and accountability.

 

To apply send your CV to admin-finance_sea@idealsys.com.

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