Edwin Tan
Singapore
Summary
Service operations professional with strong background in optimizing service delivery and enhancing customer satisfaction. Demonstrates solid focus on team collaboration, ensuring reliable and adaptable performance to meet changing needs. Skilled in process improvement, resource management, and strategic planning. Known for effective communication, problem-solving, and leadership abilities.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Head of Service Operations
Siemens Smart Infrastructure
01.2025 - Current
- Championed innovative solutions to address customer needs.
- Spearheaded process improvements that led to increased productivity without sacrificing service quality or customer satisfaction.
- Increased departmental efficiency with the implementation of improved project management tools and techniques.
- Conducted thorough assessments of service processes to identify areas for improvement and implement necessary changes.
- Developed a high-performing team by providing ongoing training, coaching, and performance evaluations.
Services Operations Manager
Schneider Electric Singapore Pte Ltd
02.2023 - 01.2025
- Oversaw and led a team of 40 plus engineers responsible for managing Digital Building, Digital Power, Digital Services and Energy Efficiency operations within the Services division. Regularly reported to global, regional, and local management on departmental performance, ensuring transparency and accountability.
- Collaborated with various stakeholders on both pre- and post-sales activities to foster productive working relationships and meet customer needs effectively.
- Maintained a strong focus on ensuring that the team consistently met Service Level Agreements, ensuring customer satisfaction and reliability.
- Diligently managed and optimized engineers' utilization and absorption, enhancing resource allocation efficiency.
- Took ownership of the department's profit and loss, with a keen eye on financial performance and accountability.
- Drove the development of operational excellence initiatives, striving to improve efficiency and productivity within the team.
- Explored innovative strategies to boost revenue and facilitate departmental growth.
- Enforced workplace safety and health standards, prioritizing the well-being of team members, and promoting a safe working environment.
Assistant Field Services Manager / Field Services Manager
Schneider Electric Singapore Pte Ltd
04.2020 - 01.2023
- Managed a team of 30 engineers, providing leadership and guidance in daily operations related to building and power management systems across diverse sectors, including healthcare, data centers, pharmaceuticals, commercial, and government facilities.
- Effectively delegated responsibilities to ensure the timely and secure execution of preventive maintenance and project tasks, working closely with customers to meet their specific needs.
- Demonstrated a keen focus on sales performance, consistently monitoring and achieving revenue targets.
- Maintained open lines of communication by regularly reporting to global, regional, and local management on the department's performance, ensuring transparency and accountability.
- Initiated and successfully implemented analytics software solutions, such as Building Advisor and Power Advisor, to enhance operational efficiency and data-driven decision-making within the organization.
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
Field Service Engineer (Team Lead) / Senior Field Service Engineer (Team Lead)
Schneider Electric Singapore Pte Ltd
04.2016 - 03.2020
- Managed a team of 10 engineers, providing leadership and guidance in daily operations related to building and power management systems across diverse sectors, including healthcare, data centers, commercial, and government facilities.
- Effectively delegated responsibilities to ensure the timely and secure execution of preventive maintenance and project tasks, working closely with customers to meet their specific needs.
- Initiated and successfully implemented analytics software solutions, such as Building Advisor, to enhance operational efficiency and data-driven decision-making within the organization.
- Performed onsite installation, modification and maintenance of systems and equipment.
Field Service Engineer
Schneider Electric Singapore Pte Ltd
09.2013 - 03.2016
- Responsible for the upkeep of building management systems at healthcare, data center, and commercial facilities.
- Collaborated with clients to ensure the timely and secure completion of preventive maintenance and project initiatives.
- Spearheaded the introduction and successful implementation of analytics software, including Building Advisor, to enhance operational efficiency and data-driven decision-making.
Assistant Engineer / Associate Engineer
CNA Group Ltd
09.2008 - 09.2013
- Managed a team of four engineers, effectively delegating daily operations related to building management systems for healthcare and government facilities.
- Established productive customer relationships by coordinating and ensuring the prompt and secure execution of preventive maintenance and project tasks.
- Assisted in the development of technical specifications for engineering projects, ensuring accuracy and adherence to established guidelines.
- Contributed to successful project completion by assisting with on-site inspections, testing, and quality control measures.
Education
Doctor of Business Administration - Business Administration
Swiss School of Business And Management
Geneva, Switzerland08-2025
Bachelor of Science - Electrical And Electronic Engineering
University of Hertfordshire
05-2013
Diploma - Electronics, Computer And Communication
Singapore Polytechnic
05-2006
Skills
- Team leadership
- Customer service excellence
- Customer-focused service delivery
- Innovation management
- Team collaboration
- Proficient in task management
- Team development
- Operational efficiency
- Incident management
- Workforce planning
Certification
- Develop A Workplace Safety and Health Management System WSHMS Implementation Plan, 2020
- Associate Project Management, 2016
- Work-At-Height Course for Supervisors, 2014
- Develop A Risk Management Implementation Plan, 2013
- Building Construction Supervisor Safety Course, 2013
- Schneider Electric EcoStruxure Building Operation - System and BACnet Engineering, 2013
- Schneider Electric Andover Continuum Advanced Training, 2011
- Schneider Electric Andover Continuum Basic Training, 2011
Personal Information
Title: Head Of Service Operations
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Advanced (C1)
Timeline
Head of Service Operations
Siemens Smart Infrastructure
01.2025 - Current
Services Operations Manager
Schneider Electric Singapore Pte Ltd
02.2023 - 01.2025
Assistant Field Services Manager / Field Services Manager
Schneider Electric Singapore Pte Ltd
04.2020 - 01.2023
Field Service Engineer (Team Lead) / Senior Field Service Engineer (Team Lead)
Schneider Electric Singapore Pte Ltd
04.2016 - 03.2020
Field Service Engineer
Schneider Electric Singapore Pte Ltd
09.2013 - 03.2016
Assistant Engineer / Associate Engineer
CNA Group Ltd
09.2008 - 09.2013
Bachelor of Science - Electrical And Electronic Engineering
University of Hertfordshire
Diploma - Electronics, Computer And Communication
Singapore Polytechnic
Doctor of Business Administration - Business Administration
Swiss School of Business And Management
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