Service Manager

6 months ago

Shah Alam, Malaysia Volvo Group Full time

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport solutions for the future? If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.

**What you will do**:
**Job Summary**
- Responsible for the efficient and profitable operation of the service department while ensuring a high level of customer satisfaction. This position manages fiscal and operational activities efficiently, organizes and supervises service activities in the dealer’s coverage area. Advises and makes recommendations to Head of Aftermarket.- Customer satisfaction and retention
- Service organization motivation and performance
- Employee satisfaction and retention
- Achievement of targets set by company management

**Main Responsibilities**
- Manages operation activities (field & shop service/repair, reconditioning & manufacturing of components, preparation of new machines, warranty repairs, maintenance & repair of rental fleet etc.) and develop annual objectives (staffing, budgets, financial targets) for the department
- Provides direction and leadership to achieve profitable and professional technical services at high-quality standards, including developing markets, establishing activities to achieve financial targets
- Develops and monitors the performance standards of the service department against planned objectives
- Ensures workshop (layout, flow and process, staffing) are equipped, necessary shop tools and equipment are available and maintained
- Cooperation with sales in evaluating used equipment for trade-in, perform service work, assist in setting up equipment at shows, exhibits, conventions and demonstrations.
- Maintains relations with parts team to ensure proper procedures, records and reports concerning servicing parts are in order, supports with parts recommendations to ensure parts availability
- Discipline of personnel in workshop housekeeping and field service practices
- Manages and judges warranty claims, participates in dispute, discussion and decision with customers and manufacturer, analyses warranty and goodwill expenses and develops plan
- Examines quality issues and manages product quality reporting process, communicates possible improvements
- Communicates with customers regarding the cost of repairs and follows up on account receivables, ensure customer satisfaction
- Recruits, hires, develops and retains key talent of the service department.

**Requirement**
- Preferred degree in mechanical OR electrical field.
- Minimum 5 years of supervisory experience related to after-sales processes, preferably from a construction equipment dealer network.
- Proven technical knowledge of equipment operations and mechanical functions.
- Working knowledge of shop layout and workshop operations.
- Commercially focused, target-driven with “self-going” initiator skills, good understanding of financial reporting and pricing
- Excellent customer-relations skills, organizational skills, decision making ability
- Proven leadership skills in a specialized repair environment.
- Analytical approach to problem-solving, strong attention to details.
- Excellent communication skills in local language and English.
- Excellent computer skills using Microsoft Office
- Valid driver’s license and a good driving record.

**Who we are and what we believe in**

Part of Volvo Group, **Volvo Construction Equipment** is a global company driven by our purpose to build the world we want to live in. Together we develop and deliver solutions for a cleaner, smarter, and more connected world. By unleashing everyone’s full potential, we build a more sustainable future for all our stakeholders. Come join our team and help us build a better tomorrow.

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