Service Manager

About the Role

We are seeking a Service Manager to lead our after-sales service operations in Malaysia. This role will be responsible for formulating and implementing service strategy, managing service operations, and driving service quality and cost optimization to support our sales targets and market expansion.

What You'll Do

• Formulate and implement service strategic plans at the local level — service systems, outlets, strategies, policies, and processes
• Daily monitoring and management of service operations — RMA, NPS, star ratings, offline repair quality — accountable for service delivery quality
• Daily monitoring and management of return & refund processes, ensuring smooth reverse logistics
• Analyze service events to identify root causes, propose process/system improvements, and drive cross-functional collaboration
• Manage service providers/agent teams — coordinate resources for complex complaint handling, spare parts, processes, and system support
• Gather competitor and local after-sales industry insights to guide business decisions
• Timely handle SC and escalated cases, reduce risks, and safeguard company interests and brand image

What We're Looking For

• 3+ years of after-sales service work experience
• Bachelor's degree or above — management, science/engineering, or related fields preferred
• Experience in after-sales service supplier management / toB service management
• Strong customer service awareness and excellent communication skills
• Good planning and organizational skills — results-oriented, able to manage multiple tasks
• Fluent Bahasa Malaysia and English; Mandarin is a plus