Service Manager

5 days ago


Shah Alam, Selangor, Malaysia Jungheinrich Malaysia Full time

At Jungheinrich, we are a global leader in material handling solutions, driven by our mission to deliver exceptional quality and customer satisfaction. We are seeking a dynamic Service Manager to join our team. In this pivotal role, you will lead, inspire, and manage a team of Service Technicians and Engineers, ensuring excellence in repairs and maintenance services for our valued customers.

Why Join Us?

  • Comprehensive Health and Wellness Coverage, including a generous Flexi-Benefit program
  • Investment in personal and professional development
  • Opportunity to lead in a global organization shaping the future of logistics and supply chain management

What you'll be doing:

Leadership and Team Management:

  • Lead and manage a team of Service Engineers and Technicians, providing technical and disciplinary oversight, support, and assessments.
  • Cultivate a collaborative and supportive work environment to foster team cohesion, morale, and continuous learning.
  • Optimize the utilization and productivity of service engineers to ensure efficient operations.
  • Ensure the required quality of work and occupational safety, adhering to process standards and Service Level Agreements (SLAs).
  • Develop and sustain a high-performing service team structure for consistent service delivery.
  • Serve as the primary point of contact for customers, leading negotiations, resolving escalations, and addressing complaints and warranty matters promptly.
  • Build and nurture long-term customer relationships through regular communication and site visits.

Performance and Financial Accountability:

  • Monitor and track Key Performance Indicators (KPIs), turnover, and profitability for the assigned team.
  • Manage the profitability of Full Service Contracts, ensuring optimal service delivery and financial performance.
  • Follow up on accounts receivable under dispute due to operational issues, driving timely resolutions.
  • Conduct regular team meetings to align goals, share best practices, and foster a culture of continuous improvement.
  • Implement and monitor KPIs to drive performance, efficiency, and operational excellence.

What we look for:

  • Bachelor's degree in Engineering or a related field.
  • Proven experience in a leadership role, preferably in a service management capacity within the Material Handling Equipment (MHE) sector.
  • Strong technical aptitude, with experience in mechanical and electrical systems (MHE experience is a plus).
  • Exceptional interpersonal and communication skills to effectively lead and motivate a diverse team.
  • Proficiency in English, both written and verbal, is critical for effective communication with customers, team members, and stakeholders.
  • Demonstrated ability to drive performance through the implementation of KPIs and continuous improvement initiatives.
  • Proven track record of building and maintaining strong customer relationships with a focus on exceptional service delivery.
  • Strategic thinker with the ability to analyze data and make informed decisions to drive business results.
  • Proficiency in platforms such as SAP, Microsoft Office suite, and other relevant software applications.
  • Commitment to safety standards and promoting a culture of safety.
  • Possession of a valid Class 3 driving license in Malaysia, with access to a personal vehicle preferred for ease of commute to client sites.
  • Highly organized, with excellent time management skills to handle multiple priorities in a fast-paced environment.

If you're passionate about service excellence, leading teams, and building lasting customer relationships, apply today

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Engineering, Customer Service, and General Business

Industries

Industrial Machinery Manufacturing

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