We are looking for Service Center Team Leader to lead the team as the primary operational owner for after-sales service, repair, failure analysis, customer support, and service performance.
Your responsibilities include, but not limited to:
- Plan, prioritize, and control daily service center operations including manpower allocation, failure analysis, repair and rework execution, spare parts availability, system transactions, service lead-time adherence, and shipment coordination.
- Supervise and develop service engineers, technicians, and coordinators through clear work direction, coaching, skills assessment, performance feedback, discipline, and capability development plans.
- Build an effective team structure by maintaining the skill matrix, identifying competency gaps, ensuring adequate cross-training, and preparing succession or backup coverage for critical service activities.
- Ensure all products requiring servicing, repair, or failure analysis are properly registered, traceable, and processed according to the defined service workflow without omission.
- Coordinate product receiving, outgoing shipments, customer returns, and decontamination documentation with internal stakeholders, logistics partners, and customers.
- Drive achievement of service center KPIs including safety, quality, delivery, cost, productivity, service lead time, customer response time, inventory accuracy, and on-time system updates.
- Lead customer escalation handling by coordinating technical investigation, containment actions, root cause analysis, corrective actions, reporting, and timely communication with relevant stakeholders.
- Lead large-scale service center projects such as capacity expansion, new product service readiness, process industrialization, layout changes, digitalization, automation, equipment ramp-up, and service workflow transformation.
- Plan and manage project execution across scope, timeline, resources, risks, stakeholder alignment, communication, implementation readiness, and sustainable handover to daily operations.
- Ensure sufficient equipment, tools, jigs, fixtures, test flanges, spare parts, documentation, and technical resources are available to support daily service, repair, testing, and packaging activities.
- Provide technical leadership for vacuum valve servicing, functional leak testing, troubleshooting, replication activities, final inspection, customized packaging, and release for shipment.
- Ensure service work is performed within required quality standards, planned cycle time, approved cost expectations, safety requirements, procedures, and work instructions.
- Maintain accurate and timely information in D365, including inventory, cost, quality, delivery lead time, service status, and other required transactions or records.
- Monitor inventory and spare parts readiness by maintaining optimal stock levels, coordinating shortages, and escalating availability risks that may impact service delivery commitments.
- Lead continuous improvement, 5S, safety, productivity, and quality initiatives to improve service center maturity, standard work adherence, operational stability, and customer satisfaction.
- Ensure preventive maintenance of equipment, devices, jigs, and fixtures is planned, completed, recorded, and escalated when technical or capacity risks are identified.
- Prepare, review, and communicate accurate service reports, project updates, KPI performance, capacity status, risks, and recovery plans to management and cross-functional stakeholders.
- Collaborate with Engineering, Quality, Supply Chain, Production, Planning, Customer Service, and global service organizations to resolve issues and align service center priorities.
- Support or lead on-site servicing and technical support activities for customers when required, ensuring professional representation and effective closure of technical concerns.
- Promote a disciplined, accountable, and collaborative team culture by reinforcing safety behavior, quality mindset, ownership, communication, and continuous learning.
- Identify operational risks, resource constraints, technical bottlenecks, and customer delivery concerns early, and drive structured mitigation or escalation actions.
- Perform any other leadership, operational, project, or technical duties as assigned by the superior.
Key Competencies and Skills
- Degree in Mechanical / Mechatronics / Electrical / Manufacturing Engineering, or equivalent qualification.
- Preferably a minimum of 8 years experience in similar vacuum valve servicing processes.
- Preferably possesses knowledge in leak testing, store min/max maintenance, and material handling/kitting.
- Excellent customer service and problem-solving skills.
- Strong organizational skills with attention to quality.
- Ability to work well under deadlines and manage multiple tasks.
- Excellent verbal and written communication skills.
- Excellent critical thinking and problem-solving skills.
- Experience with Dynamic D365 MRP system will be an added advantage.
- 8D problem solving, or other equivalent problem solving methods.
