Service Operations Team Leader / Manager

About the Company:

My client is a leading Swiss plant equipment manufacturer looking for a strong Service Operations Manager based in Selangor. Reporting to the Head of Service Operations, you will be responsible for efficient and high-quality delivery of maintenance services at their customer sites. You will lead a team of skilled field service professionals, promoting health and safety standards and ensuring seamless field service operations exceeding customers’ expectations.

Leadership & Team Management

• Supervise a team of Field Service Engineers and Workshop Operators, ensuring high service quality while fostering a collaborative and productive work environment.
• Determine the annual hourly rate and manage expenditures within the cost center budget for Field Service and Workshop operations.
• Strategically plan, analyze, and optimize resource utilization to maximize productivity and efficiency.
• Actively seek customer feedback post-service execution and conduct regular visits to enhance service quality.
• Provide technical expertise and operational support to internal departments and stakeholders.

Field Service Leadership

• Plan and allocate Field Service Engineers for various assignments, including commissioning, troubleshooting, repairs, preventive maintenance, and warranty services, covering weekends and emergency calls as needed.
• Engage with customers to handle inquiries, dispatch service requests, and resolve conflicts efficiently.
• Streamline internal communication for seamless execution of service requests, including quotations, order tracking, invoicing, and payments.
• Work closely with the Sales and Customer Relationship teams to identify and support opportunities for spare parts sales, service agreements, or upgrades based on site visits.

Workshop Operations Leadership

• Manage workshop activities in collaboration with the Workshop Supervisor to ensure timely, cost-effective, and high-quality roll refurbishment order fulfillment.
• Optimize resource allocation and capacity planning to improve workshop efficiency.
• Ensure high-quality roll refurbishment with reduced lead times for customers.
• Continuously assess third-party supplier contracts, comparing costs and service quality to enhance efficiency and cost-effectiveness.
• Analyze market trends, competitor landscape, and the company’s value proposition to actively promote new rolls and refurbishment services.

Qualifications:

• Bachelor’s degree in Engineering (Mechanical, Process, Industrial), Business Administration, or a related field.
• A minimum of 8 years of experience in after-sales service operations within the manufacturing industry.
• At least 5 years of leadership experience managing a Field Service team.
• Prior experience as a Field Service Engineer is an advantage.
• Proficiency in SAP, field service management software, and tools for scheduling, reporting, and resource allocation is a plus.
• Excellent customer focus, business acumen, and entrepreneurial mindset.
• Ability to understand customer needs and translate them into effective solutions.
• Strong problem-solving, conflict resolution, and results-driven approach.
• Effective leadership, team-building, and motivational skills.
• Strong analytical abilities to interpret and communicate complex information to stakeholders.

Application Process:

To apply, please send your updated resume to Naomi Chan (Reg No.: R1330012) at naomi.chan@cornerstoneglobalpartners.com with the job title or apply directly. Only shortlisted candidates will be notified. Information provided in this advertisement is for recruitment purposes only.

Cornerstone Global Partners (EA Licence Number: 19C9859) is an affirmative equal-opportunity employer and recruitment firm. We evaluate qualified applicants without regard to race, colour, religion, creed, gender, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.

Job ID: 87598