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About OneOcean and Ocean Technologies Group
OneOcean, formed through the merger of OneOcean and Ocean Technologies Group and owned by Lloyd’s Register, combines extensive maritime expertise with innovative solutions. With over 260 years of heritage, OneOcean delivers a unique, integrated maritime portfolio trusted globally by maritime professionals. The company aims to support a safe, sustainable maritime energy shift by providing classification, compliance, and advisory services to marine and offshore industries.
Position Overview - Technical Support Manager
We are seeking a Technical Support Manager to lead the global Customer Support team for the TM Master Fleet Manager software. This leadership opportunity focuses on driving excellent service delivery, enhancing customer satisfaction, optimizing operational processes, and fostering team development. Collaborating with internal departments such as Customer Success, Product Management, Engineering, and Professional Services, you will ensure a consistently premium support experience for customers.
Key Responsibilities
- Oversee and guide a worldwide team of Support Engineers and Technical Support Leads.
- Manage incident resolution, service requests, and escalations promptly and according to service standards.
- Promote continuous process improvements and excellence in support operations and tools.
- Evaluate team performance and help achieve vital service metrics.
- Collaborate with product, engineering, professional services, and customer success teams to enhance customer satisfaction.
- Encourage knowledge sharing and uphold quality in both internal and client-facing documentation.
- Support recruitment, onboarding, staff coaching, and career development efforts.
- Develop strong relationships with strategic clients and key company stakeholders.
- Cultivate a cooperative, customer-oriented, and high-achieving team environment.
Required Skills and Experience
- Proven leadership experience in customer-facing technical or application support teams.
- Excellent customer service orientation and stakeholder management capabilities.
- Demonstrated ability to improve operational performance and service delivery.
- Skilled at coaching and motivating teams to high performance.
- Strong communication, organizational, and prioritization skills.
- Customer-focused leadership style emphasizing accountability and teamwork.
- Experience managing teams across multiple locations globally.
Preferred Qualifications
- Background in supporting enterprise software or SaaS platforms.
- Familiarity with support operations, service management, and customer success methodologies.
- Experience partnering with Product Management and Engineering teams.
- Knowledge related to fleet management, maintenance, ERP, procurement, or maritime industries.
- Understanding ITIL or other service management frameworks.
Additional Information
Application Deadline: 1 September 2026
Department: Operations
Work Location: Singapore