Service Operations Team Leader/Manager (After Sales / Field Service)

About The Company: 

Our client is a Swiss multinational specializes in food processing, advanced materials, and die-casting technologies. With a strong focus on innovation and sustainability, it operates in over 140 countries, enhancing food safety, efficiency, and industrial productivity.

Position: Service Operations Team Leader/Manager (Salary up to RM11,500)

Responsibilities:

• Lead a team of Field Service Engineers and Workshop Operators, ensuring high-quality service delivery while fostering a collaborative and productive work environment.
• Calculate the annual hourly rate and manage costs within the allocated budget for Field Service and Workshop operations.
• Plan, analyze, and optimize resource utilization to ensure high productivity and positive coverage differences.
• Ensure compliance with EHS (Environmental, Health, and Safety) standards and regulations to maintain a safe working environment and promote a strong safety culture.
• Gather feedback from customers after job completion and conduct regular visits to improve service quality.
• Maintain and update the skills matrix while ensuring continuous development and upskilling of Field Service Engineers and Workshop Operators.
• Provide technical expertise and operational support to internal stakeholders and related departments.
• Promote continuous improvement initiatives in Field Service and Workshop operations.
• Plan and allocate resources efficiently, ensuring timely deployment of Field Service Engineers for commissioning, troubleshooting, repairs, preventive maintenance, warranty services, and emergency calls, including weekends.
• Interact with customers to address inquiries, dispatch service requests, and resolve conflicts.
• Coach Field Service Engineers on delivering high-quality service reports and maintaining effective communication with customers.
• Ensure overseas Engineer assignments adhere to schedule and budget while maintaining customer satisfaction.
• Streamline internal processes to ensure efficient execution of service requests, including quotations, order tracking, invoicing, and payment processing.
• Collaborate with the Sales and Customer Relationship teams to support sales opportunities for spare parts, service agreements, and upgrades identified during site visits.
• Oversee Workshop operations by working closely with the Workshop Supervisor to ensure timely, high-quality, and cost-effective delivery of all roll refurbishment orders.
• Optimize resource management and capacity planning to enhance Workshop efficiency.
• Maintain high-quality output for roll refurbishment while improving turnaround time for customers.
• Regularly assess third-party supply contracts and conduct cost comparisons to enhance quality, reduce turnaround time, and manage costs effectively.
• Evaluate market potential, analyze competitors’ strengths and weaknesses, and leverage the company’s value proposition to proactively promote new rolls and roll refurbishment services.

Requirements:

• Bachelor’s degree in Engineering (Mechanical, Process, Industrial), Business Administration, or a related field.
• 8+ years of experience in after-sales service operations in the manufacturing industry.
• 5+ years of experience in Field Service team management.
• Previous experience as a Field Service Engineer is a plus.
• Proficient in SAP and field service management software for scheduling, reporting, and resource allocation.
• Strong sense of ownership and accountability.
• Customer-centric with a focus on delivering solutions.
• Results-oriented with excellent problem-solving and conflict management skills.
• Exceptional time-management, organization, and prioritization under deadlines.
• Strong leadership and team management skills, able to influence across all levels.
• Ability to simplify and communicate complex information to internal and external stakeholders.
• Focused on cost efficiency and driving proactive changes.
• Proficient in English and Bahasa Melayu (spoken and written).
• Mandarin knowledge is a plus.

For more information, you may reach out to Grace Tan via email (grace.tan@peoplelake.asia) or WhatsApp (+6018-780 1215).