Department: Service Operations
Reporting to: Managing Director
Location: Shah Alam, Selangor
About the Role
A leading organization is seeking an experienced Head of Service to lead and transform its end-to-end after-sales service operations. This is a strategic leadership role responsible for overseeing nationwide field service operations, customer contact center performance, and spare parts management to deliver an exceptional customer experience.
The ideal candidate will bring strong operational leadership, customer-centric thinking, and a track record of driving service excellence, process improvement, and business performance.
Key Responsibilities:
1. After-Sales Service Operations
- Lead and manage nationwide field service operations, including both in-house teams and third-party service partners, to ensure timely, high-quality service delivery
- Establish and enforce standardized service processes, quality controls, and best practices for installation, repair, and maintenance activities.
- Monitor and drive performance against key service metrics, including First-Time Fix Rate, Turnaround Time (TAT), Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
2. Call Center Leadership
- Oversee the day-to-day operations of the customer care/contact center, including inbound and outbound communications, complaint resolution, and technical support.
- Ensure customer issues are handled effectively, professionally, and within agreed service level agreements (SLAs).
- Implement structured customer feedback mechanisms and translate insights into service enhancements and continuous improvement initiatives.
3. Spare Parts Management
- Lead the end-to-end spare parts function, including demand forecasting, procurement, inventory control, pricing, and distribution.
- Ensure optimal parts availability to support service teams and minimize service turnaround
- Work closely with regional and/or global parts hubs to strengthen replenishment planning and supply continuity.
4. Strategy & Performance Management
- Develop and execute the national service strategy in alignment with overall business goals and market needs.
- Set clear targets for operational teams and service partners, with regular tracking of KPIs and SLAs.
- Drive cost optimization, process improvement, and digital transformation initiatives, including CRM, field service management tools, and workflow automation.
5. Team Leadership & Capability Building
- Build, lead, and develop high-performing teams across field service, contact center, and back-office support functions.
- Foster a strong customer-first culture supported by ongoing technical, operational, and soft skills development.
- Manage third-party service partner performance to ensure compliance with service standards, quality expectations, and contractual obligations.
6. Cross-Functional Collaboration
- Partner closely with Sales, Marketing, Product, and Logistics teams to ensure service operations support broader business objectives.
- Provide market and service feedback to influence product quality improvements, design enhancements, and warranty strategies.
Requirements
Qualifications
- Bachelor's Degree in Engineering, Business Administration, Supply Chain, or a related discipline.
Experience
- 8–12 years of experience in after-sales service, customer service operations, or service management within the consumer electronics/home appliances industry.
- At least 5 years in a leadership capacity, managing large teams and multi-site or nationwide service operations.
- Proven experience managing third-party service networks and external partners.
- Strong understanding of after-sales operations, customer service systems, field service management platforms, and spare parts logistics.
