Regional Service Manager Southeast Asia
2 weeks 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 longterm 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, **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 Microsoft office. Structured at work. **LICENCES & CERTIFICATES** n/a **OTHER** Ability to travel (20%) Years of experience >10
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