Southeast Asia Regional Service Engineering Manager

About the role

Oversee the establishment and operation of the after-sales service system across six Southeast Asian markets (Malaysia, Thailand, Indonesia, Vietnam, the Philippines, and Singapore). Manage core functions including air-conditioning installation and commissioning, repair services, paid maintenance, service dispatch, spare parts warehousing, and customer relationship management. Serve as the key liaison between China headquarters and local teams to ensure efficient service delivery and continuous improvement of customer satisfaction.

Key responsibilities

• Build the local after-sales service system from the ground up; develop and continuously optimize SOPs for installation, repair, maintenance, and complaint handling; ensure effective implementation of headquarters after-sales policies and technical standards at the local level
• Lead recruitment, training, scheduling, and performance management of the local after-sales team; develop local talent and build a sustainable leadership pipeline
• During the initial team-building phase, deep involvement in frontline installation, repair, and customer service is required — personally leading the team to implement service standards and processes until the team can operate independently
• Allocate resources and assign service tasks based on customer requirements and technician competencies; monitor response times and customer satisfaction; escalate and resolve major customer complaints and emergency incidents
• Plan, establish, and operate spare parts warehouses; define safety stock levels and manage inventory inbound/outbound processes; coordinate with headquarters supply chain to ensure parts availability while controlling inventory costs
• Serve as the primary liaison between China headquarters and local teams; report regional after-sales operational data on a regular basis; coordinate cross-regional issues involving technical support, spare parts, and logistics
• Establish customer profiles and service record systems; monitor service experience for key accounts; handle escalated complaints and safeguard brand reputation

About you

• Bachelor's degree or above; preferred majors include Engineering, Electrical, Mechanical, Automation, or HVAC
• Minimum 2 years of experience in after-sales service, engineering services, or operations and maintenance management
• Minimum 3 years of team management experience
• Solid understanding of after-sales service process design and operations management
• Experience in spare parts inventory management
• Experience in service dispatch and resource allocation
• Basic technical acumen to assess and diagnose technical issues
• Chinese: Native or near-native proficiency for effective written and verbal communication with China headquarters
• English: Working proficiency for communication with customers, suppliers, and headquarters
• Local Language: Bahasa Melayu or Thai (depending on work location), at native or near-native proficiency

Job summary

Oversee after-sales service system establishment and operations across six Southeast Asian markets.