We are looking for a highly organized and proactive Senior Service Operations Executive to oversee the daily coordination of our service operations. This role is responsible for ensuring efficient service scheduling, optimizing field technician productivity, maintaining excellent customer service standards, and driving operational excellence.
You will work closely with cross-functional teams to ensure service requests are executed efficiently while continuously improving operational processes and team performance.
Key Responsibilities:
- Coordinate and manage daily service operations, including work order processing and technician job assignments.
- Plan, schedule, and optimize service routes to maximize field productivity and improve customer turnaround time.
- Monitor service job progress and ensure accurate, timely completion of service records and documentation.
- Act as the primary point of contact for customer enquiries, complaints, and service-related issues, ensuring prompt resolution.
- Collaborate closely with internal departments to ensure smooth service execution and customer satisfaction.
- Support the Service Manager in monitoring team performance, workload distribution, and operational efficiency.
- Ensure compliance with company Standard Operating Procedures (SOPs), quality standards, and corporate governance policies.
- Identify opportunities to streamline workflows, improve service processes, and enhance operational productivity.
- Prepare operational reports, analyze service performance metrics, and recommend continuous improvement initiatives.
- Handle escalated operational issues independently and make sound decisions to minimize service disruptions.
- Perform any other duties or projects assigned by management.
Requirements:
- Diploma or Bachelor's Degree in Business Administration, Operations Management, Engineering, or a related discipline.
- Minimum 3–5 years of experience in Service Operations, Customer Service Operations, Field Service Coordination, or Operations Management.
- Experience leading or coordinating a service team or field technicians is highly preferred.
- Strong planning, scheduling, and organizational skills with excellent attention to detail.
- Excellent problem-solving skills and the ability to work independently in a fast-paced environment.
- Strong interpersonal and communication skills with the ability to collaborate across departments.
- Proficient in Microsoft Office applications (Excel, Word, Outlook). Experience with ERP or Service Management Systems is an added advantage.
- Customer-focused mindset with the ability to manage multiple priorities effectively.
