Apac Support Lead
Current- APAC Support Lead with extensive experience in remote telemetry systems and leak detection equipment, specializing in complex monitoring and control.- Lead and oversee a skilled team of support engineers, providing guidance, mentorship, and technical expertise.- Collaborate with system integrators, end-users, contractors, and consultants to deliver top-notch support on Ovarro's products, including RTUs, data loggers, and noise correlators.- Manage the frontline support operations, ensuring efficient ticket resolution, and customer satisfaction.Utilize Jira, Agile methodologies, and Sprint management to optimize support processes and performance.- Develop and maintain Knowledge-Based Articles (KBAs) and implement DevOps practices to improve support efficiency.- In-depth knowledge of Modbus, DNP3, and IEC protocols, as well as RS-485, RS-232, TCP/IP, and Serial communication.- Oversee regression tests for new firmware and software releases, ensuring product excellence and reliability.- Specialize in water leak detection solutions, utilizing FTP, PrimeWeb, PrimeWorks, Dataloggers, and Noise Correlators.- Familiarity with Ovarro's products, including Enigma3m, Enigma3Hyq, Phocus3/3m, Eureka3+, Mikron, Xilog+, Xilog4G, and PrimeLog+.- Celebrate major achievements such as driving sales worth ~MYR10 million through successful product demos/trials (Enigma3m) and resolving over 550 support tickets in 14 consecutive months.- Strong leadership, problem-solving, and communication skills to build and maintain positive customer relationships.- Collaborate with cross-functional teams to ensure seamless support and product improvements.As an APAC Support Lead, my mission is to foster a cohesive and efficient support team, elevate customer experience, and contribute to the continued success of Ovarro's products in the APAC region. Let's connect and discuss how my leadership and technical skills can benefit your organization.
