After Sales Manager / Senior Manager

Bitdeer is a world-leading technology company for Bitcoin mining and AI cloud.

The After Sales Manager is responsible for leading and developing the after-sales service organization supporting
mining hardware and solutions. This role oversees customer support operations, RMA and repair services, field
service activities, and service delivery performance through a team of supervisors, engineers, and specialists.
The successful candidate will drive operational excellence, customer satisfaction, service quality, and team
development while partnering closely with Sales, Product, Engineering, Supply Chain, and Operations teams.

• Lead the after-sales service strategy for our mining hardware and software solutions, ensuring clients receive timely, expert support.
• Oversee installation follow-ups, performance optimization, and preventive maintenance schedules for mining rigs.
• Collaborate with engineering teams to troubleshoot complex hardware/software issues, from ASIC miner firmware updates to cooling system optimizations.
• Develop and maintain a knowledge base of best practices for mining efficiency, energy optimization, and equipment longevity.
• Build strong client relationships through regular performance reviews, operational audits, and proactive solution recommendations.
• Track and analyze service metrics (uptime, hash rate performance, energy consumption) to identify trends and improvement opportunities.
• Train and mentor the after-sales support team to deliver consistent, high-quality service.

• Bachelor's degree in Engineering, Business, Operations Management, or a related field.
• 8+ years of experience in after-sales service, customer support operations, technical service, or service delivery management.
• Proven experience leading and developing service teams in a hardware, technology, data center, telecommunications, semiconductor, or mining equipment environment.
• Strong leadership, stakeholder management, and operational excellence skills.
• Experience managing customer escalations and service performance at an organizational level.
• Exceptional interpersonal and correspondence skills, demonstrated by the capacity to articulate intricate technical observations into actionable insights for diverse business units.
• An analytical and proactive approach to challenges, focusing on the identification and execution of viable resolutions rather than merely reporting issues.
• Highly organized with a background in coordinating various concurrent technical audits and managing urgent priorities.

• A culture that values authenticity and diversity of thoughts and backgrounds;
• An inclusive and respectable environment with open workspaces and exciting start-up spirit;
• Fast-growing company with the chance to network with industrial pioneers and enthusiasts;
• Ability to contribute directly and make an impact on the future of the digital asset industry;
• Involvement in new projects, developing processes/systems;
• Personal accountability, autonomy, fast growth, and learning opportunities;
• Attractive welfare benefits and developmental opportunities such as training and mentoring.