About Us
At Jungheinrich, we are a global leader in material handling solutions, driven by our mission to deliver exceptional quality and customer satisfaction. We are seeking a dynamic Service Manager to join our team. In this pivotal role, you will lead, inspire, and manage a team of Service Technicians and Engineers, ensuring excellence in repairs and maintenance services for our valued customers.
Why Join Us
- Comprehensive Health and Wellness Coverage, including a generous Flexi-Benefit program
- Investment in personal and professional development
- Opportunity to lead in a global organization shaping the future of logistics and supply chain management
What you'll be doing:
Leadership and Team Management:
- Lead and manage a team of Service Engineers and Technicians, providing technical and disciplinary oversight, support, and assessments.
- Cultivate a collaborative and supportive work environment to foster team cohesion, morale, and continuous learning.
- Optimize the utilization and productivity of service engineers to ensure efficient operations.
Service Excellence:
- Ensure the required quality of work and occupational safety, adhering to process standards and Service Level Agreements (SLAs).
- Develop and sustain a high-performing service team structure for consistent service delivery.
Customer Engagement:
- Serve as the primary point of contact for customers, leading negotiations, resolving escalations, and addressing complaints and warranty matters promptly.
- Build and nurture long-term customer relationships through regular communication and site visits.
Performance and Financial Accountability:
- Monitor and track Key Performance Indicators (KPIs), turnover, and profitability for the assigned team.
- Manage the profitability of Full Service Contracts, ensuring optimal service delivery and financial performance.
- Follow up on accounts receivable under dispute due to operational issues, driving timely resolutions.
Continuous Improvement:
- Conduct regular team meetings to align goals, share best practices, and foster a culture of continuous improvement.
- Implement and monitor KPIs to drive performance, efficiency, and operational excellence.
What we look for:
- Bachelor's degree in Engineering or a related field.
- Proven experience in a leadership role, preferably in a service management capacity within the Material Handling Equipment (MHE) sector.
- Strong technical aptitude, with experience in mechanical and electrical systems (MHE experience is a plus).
- Exceptional interpersonal and communication skills to effectively lead and motivate a diverse team.
- Proficiency in English, both written and verbal, is critical for effective communication with customers, team members, and stakeholders.
- Demonstrated ability to drive performance through the implementation of KPIs and continuous improvement initiatives.
- Proven track record of building and maintaining strong customer relationships with a focus on exceptional service delivery.
- Strategic thinker with the ability to analyze data and make informed decisions to drive business results.
- Proficiency in platforms such as SAP, Microsoft Office suite, and other relevant software applications.
- Commitment to safety standards and promoting a culture of safety.
- Possession of a valid Class D driving license in Malaysia, with access to a personal vehicle preferred for ease of commute to client sites.
- Highly organized, with excellent time management skills to handle multiple priorities in a fast-paced environment.
If you're passionate about service excellence, leading teams, and building lasting customer relationships, apply today!
