Regional Service Manager Southeast Asia
4 days ago
JOB LOCATION: Kuala Lumpur, Malaysia
JOB PURPOSE:
Handle overall IPCO field service delivery for Region South East Asia and Australia & New Zealand.
MAIN RESPONSIBILITIES:
- Manage field service operations for the region including job coordination between customer, sales, and technicians (use of our ERP is mandatory).
- Maintain service activities in our CRM.
- Ensure the service delivery is controlled against budget.
- Rigorous follow up on claims and rework.
- Get feedback from local customers through different channels (CRM, Survey, etc.) and coordinate short- and long-term solutions between customers, markets, and divisions.
- Implement and maintain key measures (KPI's) to monitor service activities.
- Work closely with the PAs, GPMs, and Sales managers to establish and maintain proper service and repair hand-over procedures.
- Ensure that the field service team properly documents activities and reports to customers.
- Implement and maintain continuous improvement activities like pro-active service delivery, etc.
- Foster a customer-focused culture with a committed service team.
- Implement lifecycle approach methods in the region.
- Develop training programs to support Service, including on and off-site programs for technical and non-technical customer contacts.
- Annual budgeting and delivery of service tools and fixtures to ensure our technicians have the right tools to execute their roles properly.
- Develop cross-border mindset within the service team through cross-learning initiatives.
- Maximize efficiency of Service and Repair resources by hiring, training, and scheduling for cross-country border service.
- Ensure that the Service Technicians are properly trained on products, systems, applications, and other skills as required.
LANGUAGE KNOWLEDGE:
English fluent. Local language/s is a benefit.
EDUCATION:
Bachelor degree or above. Major in Mechanical Engineering. If no diploma, a solid and proven track record is required.
COMPETENCIES:
- Good communication skills.
- Work under pressure.
- Ability to work in a team.
- Strong problem-solving skills.
- Customer-focused mindset.
- Proficient in Microsoft Office.
- Structured at work.
LICENCES & CERTIFICATES:
n/a
OTHER:
Ability to travel (20%). Years of experience: >10.
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