Assistant Head of Services (Bus and Truck)

Avensys is a reputed global IT professional services company, and our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. And we service a client base across banking and financial services, insurance, information technology, healthcare, retail, and supply chain.

Job Summary

The Assistant Head of Service is responsible for leading all after-sales service operations for the truck division, including workshop management, dealer network oversight, fleet customer support, 24/7 breakdown assistance, and service contract growth. This role also serves as the key liaison with the principal (OEM), ensuring alignment on service standards, warranty, and continuous improvement through structured reporting and monthly quality reviews.

Key Responsibilities

1. Service Operations Management

Oversee all truck service, maintenance, and repair operations across company-owned and dealer workshops.

Ensure optimal productivity, turnaround time, and service quality.

Establish and enforce service standards, SOPs, and best practices.

2. Dealer Network Management

Manage and monitor performance of authorized dealers and service partners.

Ensure dealer compliance with service standards, KPIs, and brand requirements.

Conduct regular dealer audits, performance reviews, and capability assessments.

Support dealer development through training, process improvement, and operational guidance.

Align dealer operations with company and principal expectations.

3. Principal Management

Act as the key point of contact with the principal for all service-related matters.

Conduct monthly review meetings with the principal to:

Highlight recurring truck quality and reliability issues

Review warranty trends and technical concerns

Escalate critical field issues and drive resolution

Ensure alignment with principal standards, policies, and technical updates.

Collaborate on product improvement initiatives and service campaigns.

4. Fleet Customer Management

Manage relationships with key fleet customers to ensure high service satisfaction and retention.

Oversee service contracts, preventive maintenance programs, and uptime commitments.

Coordinate rapid response for breakdowns and field service support.

Address customer complaints, escalations, and technical concerns effectively.

5. Warranty & Technical Support

Oversee warranty claim processing, validation, and recovery from the principal.

Monitor technical issue trends and coordinate corrective actions.

Support troubleshooting of complex vehicle issues with dealers and technical teams.

Ensure proper implementation of technical campaigns and recalls.

6. Team Leadership & Development

Lead and develop service managers, workshop teams, and technical staff.

Set KPIs and performance targets for service operations.

Identify training needs and coordinate technical and soft-skills development.

Foster a culture of accountability, customer focus, and continuous improvement.

7. Reporting & Performance Monitoring

Prepare monthly service performance reports for management and the principal.

Monitor KPIs including workshop productivity, turnaround time, warranty cost, customer satisfaction, and vehicle uptime.

Analyze service trends and recommend operational improvements.

Ensure compliance with company policies, safety standards, and regulatory requirement

7. 24/7 Call Centre & Breakdown Rescue Management

Oversee 24/7 call centre operations supporting breakdown assistance.

Ensure fast response and effective coordination of roadside rescue services.

Set and monitor SLAs for response and resolution times.

Manage dispatch, case tracking, and reporting of breakdown incidents.

8. Team Leadership

Lead and develop service managers, dealer support teams, call centre staff, and technicians.

Set KPIs and drive a high-performance, customer-centric culture.

9. Financial & Budget Control

Manage budgets and ensure profitability across service operations and contracts.

Monitor cost efficiency, including warranty and breakdown-related expenses.

Drive revenue growth through service and after-sales programs.

10. Parts & Inventory Coordination

Ensure availability of critical parts across workshops and dealer network.

Optimize inventory levels to balance cost and service efficiency.

11. Safety & Quality Assurance

Enforce health, safety, and environmental standards.

Ensure consistent service quality across all service points.

Implement continuous improvement and quality assurance programs.

Qualifications & Requirements

Bachelor's degree in Mechanical/Automotive Engineering or related field.

15–20+ years of experience in truck/commercial vehicle service operations.

Strong experience managing fleet customers and service contracts.

Proven ability in upselling or managing after-sales commercial programs.

Experience with 24/7 service or call centre operations is an advantage.

Strong leadership, communication, and business acumen.

WHAT'S ON OFFER

You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.

To submit your application, please apply online or email your UPDATED CV in Microsoft Word format to [Confidential Information] and [HIDDEN TEXT]. Your interest will be treated with strict confidentiality

CONSULTANT DETAILS

Consultant Name: Emimal Joshwa

Reg No: 201201037177

Avensys Consulting Sdn Bhd