Service Manager
2 days ago
The Service Manager is responsible for leading a team of service engineers and technicians, managing service contracts, ensuring high-quality service delivery, and maintaining strong customer relationships. This role requires frequent travel to customer sites and direct oversight of service operations across assigned regions.
Key Responsibilities
1. Leadership & Team Management
- Lead, supervise, and support a team of Service Engineers and Technicians, providing both technical and disciplinary guidance.
- Foster a collaborative, supportive, and growth-oriented work environment to enhance team morale and engagement.
- Optimize workforce planning, resource allocation, and overall productivity to ensure smooth operational performance.
- Ensure adherence to service quality standards, safety guidelines, and established processes, including meeting Service Level Agreements (SLAs).
- Develop and maintain a high-performing service team structure to ensure consistent service delivery and customer satisfaction.
- Act as the primary contact for key customers, managing negotiations, handling escalations, and resolving complaints or warranty issues promptly.
- Build and maintain long-term customer relationships through continuous communication, follow-ups, and regular site visits.
- Monitor key performance metrics, turnover, and profitability for the service team.
- Manage Full Service Contracts to ensure both optimal service delivery and strong financial outcomes.
- Address and resolve disputed accounts receivable related to operational issues in a timely manner.
- Conduct regular team meetings to align objectives, share best practices, and drive ongoing improvement initiatives.
- Implement and track KPIs to improve operational efficiency, service quality, and team performance.
Requirements
- Bachelor's degree in Engineering or a related field.
- Proven leadership experience, preferably in service management within the Material Handling Equipment (MHE) or heavy machinery sector.
- Strong technical background with mechanical and electrical systems experience (MHE experience is an advantage).
- Excellent interpersonal and communication skills, with the ability to motivate and guide a diverse team.
- High proficiency in English, both written and verbal.
- Demonstrated ability to use KPIs and continuous improvement methods to drive performance.
- Strong customer relationship management skills with a commitment to delivering exceptional service.
- Analytical mindset with the ability to interpret data and make informed decisions.
- Proficiency in SAP, Microsoft Office, and other relevant software platforms.
- Strong commitment to safety practices and workplace safety culture.
- Possession of a valid Class 3 driving license (Malaysia); personal vehicle preferred for traveling to client sites.
- Highly organized with excellent time-management skills and the ability to manage multiple priorities in a fast-paced environment.
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