National Service Manager / Field Service

Location: Kota Kemuning, Shah Alam

Job Type: Permanent

Role Overview

Our client in the Battery & Energy Storage industry is currently seeking a highly skilled National Service Manager to be based in Shah Alam.

In this role, you will be the operational backbone of field operations across Malaysia, leading and coordinating service activities across the Kuala Lumpur, Johor, and Penang branches. You will hold end-to-end accountability for service delivery, warranty administration, technician performance, spares availability, and customer satisfaction across motive power, stationary standby, and energy storage product lines.

Working closely with Sales, Operations, Finance, and regional leadership, you will ensure service revenue, cost, and quality targets are hit while driving safety, maintaining equipment to manufacturer standards, and fostering continuous improvement through the Client Operating System.

Key Responsibilities

• Nationwide Operational Leadership: Plan, resource, and direct preventive maintenance, corrective repairs, commissioning, and warranty work across the KL, Johor, and Penang branches to meet delivery, cost, and quality KPIs.
• Team Development & Mentoring: Manage and coach service supervisors and field technicians across all sites, fostering technical competency, safety discipline, and consistent service standards.
• Lean & Continuous Improvement: Drive the deployment and sustainment of the EnerSys Operating System (EOS), embedding tiered daily management, visual controls, standard work, Gemba walks, and structured Kaizen initiatives.
• Workload & Resource Optimization: Balance dispatching and resource allocation across different branch models (KL hub vs. Johor and Penang distribution points) to meet strict service level agreements (SLAs).
• Quality, Warranty & Systems Management: Oversee end-to-end warranty administration (claim validation, root-cause verification, supplier recovery), maintain field service management (FSM) records, conduct quality audits, and ensure ISO 9001 compliance.
• Inventory & Subcontractor Governance: Forecast demand and control stock levels for service spares and consumables across branches. Manage third-party service providers to ensure alignment with quality, safety, and cost benchmarks.
• EHS & Workplace Safety: Own EHS compliance across all facilities and field sites, including electrical safety, permit-to-work, working at height, safe battery transport, and sustaining 5S workplace organization.

Job Requirements

Minimum Qualifications:

• Education: Bachelor's Degree in Electrical, Mechanical, or Industrial Engineering, or an equivalent technical qualification in a field service discipline.
• Experience:
• 3 to 5+ years of field service industry experience.
• Minimum 3 years in a multi-site field service management or supervisory role.
• Technical & System Knowledge:
• Quality Auditor training with hands-on quality management systems experience (ISO 9001).
• Working knowledge of ERP and Field Service Management (FSM) platforms (e.g., SAP, Oracle, or dedicated FSM software).
• Understanding of Lean/Continuous Improvement tools (5S, Kaizen, visual management).
• Valid driving license with the willingness to travel regularly between Shah Alam/KL, Johor, and Penang.

Preferred Qualifications:

• Strong technical familiarity with industrial batteries, chargers, motive power, or stationary standby power systems.
• Proven ability to collaborate effectively across cross-functional teams (Sales, Finance, Operations).
• High analytical, organizational, and problem-solving capabilities.