Product Support Engineer & Technical Trainer

Your mission

The Product Support Engineer & Technical Trainer is a key dual-capability position dedicated to strengthening regional technical expertise and service professionalism across the APAC region. The role serves as the central technical authority for troubleshooting complex load-handling equipment issues, while driving strategic Train-the-Trainer (TTT) and technical education programs to minimise downtime and maximise services standards. You will be responsible for supporting operations and delivery across the APAC region, including but not limited to: Singapore, China, Indonesia, Thailand, Vietnam, Laos, India, Philippines, Japan, South Korea, Australia, New Zealand, Malaysia, Hong Kong, Taiwan and Sri Lanka.

Key responsibilities

Technical & Field Product Support

• Technical Point of Contact: Act as the primary regional expert for on-site and remote technical support, technical investigations, field tests, and complex practical problem-solving
• Help Desk Management: Manage and maintain the Hiab C-Case online support help desk, ensuring timely, accurate, and structured resolution of support tickets
• Downtime Mitigation: Propose, evaluate, and decide on temporary field solutions to immediately limit equipment downtime and reduce breakdown costs for customers
• Field Service Support: Carry out field service missions and technical investigations across regional sites when required

Technical Training & Regional Enablement

• Needs Analysis: Conduct comprehensive skill gap and training needs analysis across APAC Hiab Customer Service Centres (CSCs) and Hiab Importer Networks
• Train-the-Trainer (TTT): Oversee, systematically roll out, and deliver the TTT program to nominated trainers in each CSC and Importer’s organisation to build strong regional independence
• Curriculum Development: Collaborate closely with the APAC Product Support Manager and Technical Support Specialists to design short- and long-term training plans covering Hydraulics, Electronics, Installation, and Control Systems
• Training Delivery: Conduct high-quality online and face-to-face (F2F) technical training sessions for internal teams, importers, installation partners, and key end-users
• Systems Adoption: Serve as an expert on Hiab systems and tools, promoting full adoption and maximum utilisation across the regional network.

What we are looking for

• Diploma in Mechanical, Electrical, or Mechatronics Engineering (or equivalent technical qualification)
• Minimum 3 years of hands-on experience in technical product support, field service, or technical training within heavy machinery, load handling, or mechanical industries
• Proven experience in electrical and hydraulic systems (basic hydraulic knowledge is essential; crane/control system knowledge is strongly preferred)
• Accredited trainer status in load handling or a comparable industrial sector is highly advantageous
• Proficient with Microsoft Office, Learning Management Systems (LMS), Adobe tools, and digital support software
• Strong service orientation, exceptional interpersonal and communication skills, with a track record of building trust with customers and partners
• Interest and skill in structured problem-solving, quality methodology, and factual, data-driven communication
• Proactive, result-oriented, independent, strategic thinker, and collaborative team player eager to share knowledge
• Valid Class 3 driving license preferred
• Fluent in spoken and written English. Proficiency in Chinese (Mandarin) or other Asian languages is advantageous.

What we offer

As a part of our Employees First culture, we offer opportunities to grow within a dynamic environment that values flexibility and your well-being. We strive to make things easier, empower you to succeed, and strive for excellence in a positive and inclusive environment.

Ready to apply?

Click on the apply button below to send in your application in English. Applications will be reviewed on a rolling basis.

Please note that the process for this position is coordinated by our Recruitment team part of Hiab Business Services based in Bulgaria.