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Sales & Service Support Manager
3 weeks ago
Location: Shah Alam, 10, MY, 40200- Req ID: 7254We are seeking a dedicated individual to join our team based in Central Malaysia (Shah Alam), working closely with Customer Center Managers across North, South, and Central Malaysia.
**Role Overview**:
As the Sales & Service Support Manager, your primary responsibility will be to ensure the efficiency of sales and service processes and systems. You'll lead a team of Service Coordinators and Sales Support, driving excellence in customer service and operational effectiveness.
**Key Responsibilities**:
**Service Coordination Team Management**:
- Lead and guide a team of Service Coordinators in various service support functions, including order and item creation, parts ordering, scheduling, planning, and invoicing.
- Manage open/aged service order calls and accounts receivable aging related to service orders.
- Oversee KPIs and reporting for Technicians and Service Engineers, including administrative tasks like service utilization, OT claims, warranty claims, and more.
- Supervise service vehicle-related tasks such as maintenance and fuel usage, along with managing the vehicle rental fleet.
- Review service agreements presented to customers.
**Sales Support Team Management**:
- Manage a team of Sales Support professionals responsible for tasks such as generating sales quotations with a focus on response time management.
- Participate in commercial meetings, contributing to weekly data updates and reviews.
- Maintain and update various reports related to agreements, shipments, bookings, and revenue.
**Qualifications & Skills**:
To excel in this role, you should possess the following qualifications and attributes:
- Proficiency in Microsoft Excel, as the role involves handling and analyzing data from multiple channels.
- 2-3 years of experience in leading small teams, driving high-performance standards.
- Technologically savvy with the ability to quickly learn and adapt to new software and systems.
- Strong time management and interpersonal skills, enabling effective collaboration with other departments, managing expectations, and facilitating business processes.
- Positive "can-do" attitude, resourcefulness, and adeptness at problem-solving.
- Comfortable in a fast-paced environment, embracing challenges with enthusiasm.
- Exceptional analytical skills, organization, and a keen sense of urgency.
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