Product & Customer Support Executive

Department: Technical & Operations
Reporting To: Head of Technical & Operations
Location: Singapore
Employment Type: Full-time

1. Position Summary

The Product Executive is responsible for supporting the end-to-end lifecycle management of Datwyler’s core products and services. This role ensures product competitiveness, operational excellence, accurate documentation, and strong cross-functional collaboration across engineering, sales, operations, and global product teams. The position also plays a key part in enhancing customer experience through proactive post‑sales support and effective stakeholder communication.

2. Key Responsibilities

A. Product Management & Development

• Support end-to-end product ownership for core products and services, focusing on continuous improvement of customer experience.
• Work closely with business stakeholders, including Management, Sales, Supplier Chain, Engineers  to identify inefficiencies, propose improvements, and execute strategic product initiatives.
• Analyze product performance metrics such as turnover, profitability, volume, and market share; identify trends and improvement opportunities. 
• Maintain updated market and competition insights, ensuring alignment with APAC and global product teams.

B. Product Certification & Compliance

• Manage certification applications and renewals, ensuring 100% compliance and zero lapses.
• Liaise with suppliers, test labs, and internal teams to drive timely submissions and approvals.
• Maintain active certification trackers with up‑to‑date statuses, expiry dates, and tier/grading requirements.

C. Product Documentation & Database Management

• Ensure completeness and accuracy of product documentation including datasheets, price books, catalogues, and costing files.
• Maintain a structured and accessible documentation repository with proper version control.
• Use checklists to ensure zero missing information in submissions and product packs.

D. Pricing & Product Enablement

• Propose and maintain competitive price levels based on market analysis and product performance.
• Regularly update price books, costing, and related materials to support sales quoting accuracy.
• Assist in facilitating product training and enablement sessions for internal teams and partners.

E. Communication & Stakeholder Management

• Maintain proactive, professional, and transparent communication across internal and external stakeholders.
• Ensure all key updates, requirements, and task exchanges occur via official channels with stakeholders in the loop.
• Provide timely responses (within 1 business day) and weekly progress updates on ongoing tasks.

F. Customer Service & Post-Sales Support

• Support post-sales workflows including scheduling, coordination, and monitoring of preventive and corrective maintenance services. 
• Manage service tickets, CRM (SAP sales cloud), hotline and email channels, ensuring timely acknowledgement and follow‑through.
• Track and report service performance, ensuring closures within defined SLAs and zero escalations.
• Coordinate with vendors for preventive maintenance and ensure timely updates and communication to customers.

G. Quality & Professional Work Standards

• Deliver high‑quality, detail‑oriented work with consistent self‑verification prior to submission
• Demonstrate strong ownership, accountability, and follow-through across assigned tasks.
• Minimize rework by ensuring accuracy, clarity, and completeness of deliverables.

3. Qualifications & Requirements

Education & Experience

• Diploma or Degree in Engineering, Business, IT, or related fields.
• 1–3 years of experience in product management, operations, technical support, or similar roles preferred.
• Experience in structured documentation, certification management, or service operations is an advantage.
• Experience in structure cabling system, and/or Modular Datacenter System and subsystems products is an advantage.

Technical Skills

• Knowledge of product lifecycle management and documentation workflows.
• Familiarity with CRM/service ticketing systems (e.g. SAP).
• Familiarity with desktop publishing application (e.g. Adobe InDesign) is an advantage
• Proficiency in Excel, PowerPoint, and structured database management.
• Understanding of basic costing and pricing concepts.

Soft Skills

• Strong communication and stakeholder management abilities.
• High attention to detail, organization, and follow-through.
• Ability to manage multiple tasks under tight deadlines.
• Proactive problem-solving and escalation awareness.

4. Key Performance Indicators (KPIs)

• 100% timely achievement and maintenance of all required product certifications, with zero critical non-conformities or lapses.
• 100% accuracy and completeness in document updates and submissions.
• Meeting expected response times and communication standards.
• Accurate and timely product costing and pricebook maintenance.
• Zero escalations related to communication or service delays.
• Stable and up‑to‑date trackers for certifications, documentation, and service workflows.

5. Why Join Us?

• Opportunity to drive product excellence across APAC.
• Cross-functional collaboration with global teams across engineering, market development, and product strategy.
• Exposure to both product and service operations in a dynamic and growing business environment.

• Opportunity to drive product excellence across APAC.
• Cross-functional collaboration with global teams across engineering, market development, and product strategy.
• Exposure to both product and service operations in a dynamic and growing business environment.