Title: Service Manager, Aftersales (Central Malaysia)
Location: Shah Alam, Malaysia
About the company:
Our client is a world-renowned leader in the industrial equipment sector. They are seeking an experienced Service Manager to oversee and manage their service operations in Central Malaysia. As the Service Manager, you will be responsible for leading a dedicated team in order to drive service excellence by optimizing productivity, managing customer expectations, and ensuring the profitability of the service department.
Key Responsibilities
- Lead and manage a team of Service Engineers and Technicians, providing technical guidance, disciplinary oversight, and performance assessments.
- Ensure all work that is carried out meets quality and occupational safety standards while adhering to Service Level Agreements (SLAs).
- Resolve critical customer issues and manage the full lifecycle of warranty claims and contract negotiations, including spare parts availability.
- Own and monitor Key After Sales Performance Indicators (KPIs), turnover, and profitability, with a specific focus on the performance of Full Service Contracts.
- Foster a culture of learning and efficiency by conducting regular team meetings to align goals and share best practices.
- Mentor staff with the aim on improving employee retention and upskilling of technical proficiency.
Requirements
- Bachelor's degree in Supply Chain, Operations Management, or related discipline
- 810 years experience within service management or after-sales management of critical industrial /heavy machinery equipment, with a focus on B2B service contracts
- Direct team management experience in managing engineers and/or technicians
- Strong aptitude in mechanical and electrical systems, prior exposure to material handling industry would be highly advantageous
- Ability to analyze data and implement KPI-driven initiatives to improve business results.
- Proficiency in English (written and verbal) is critical for stakeholder and customer engagement.
- Experience with SAP or other relevant service management software platforms.
- High attention to detail, results-driven mindset, and strong cross-functional collaboration skills
- Possess a valid Class 3 driving license in Malaysia, with access to a personal vehicle preferred for ease of commute to client sites when needed.
Interested Here's what to do next:
Please apply to the role with a recent copy of your CV. We will be in touch once we review your profile for suitability.
If you have any questions on this role, or are looking to explore job opportunities generally, please reach out to the poster of this role.
*
Singapore Employment Agency Personnel No.: R22105959
Singapore Employment Agency License No.: 16S8069
Privacy Statement: By submitting an application and sharing your personal information with us, you consent to such information being collected, held, used and disclosed in accordance with our Privacy Policy (https://www.wilsonhr.com/privacy-policy)
