[ref. f97338620] Service manager (heavy machinery)
Kuala Lumpur
about the company
A global leader in material handling equipment and warehouse technology.
about the job
The role requires a strong service manager in ensuring the economically optimized delivery of sold services, overseeing the service engineers, and serving as the main point of contact for customers on commercial and operational issues.
key responsibilities- Team Leadership & Management: Provide technical and disciplinary leadership, support, and performance assessment for service engineers.
- Service Quality & Compliance: Ensure high-quality service delivery, maintain occupational safety standards, and enforce process compliance.
- Operational Efficiency: Optimize the productivity and utilization of service engineers.
- Customer Relationship Management: Advise and support customers to foster long-term satisfaction and retention.
- Issue Resolution: Manage customer complaints, warranty claims, and escalations related to maintenance and repairs.
- Financial Oversight: Monitor team KPIs, turnover, and profitability; manage the profitability of Full Service contracts; and address accounts receivable disputes.
- Resource & Performance Management: Collaborate with the HOD and HR for resource planning and set KPI targets for team members.
- Bachelor’s degree in Engineering or a related field.
- Proven experience in customer service within a relevant industry.
- Comprehensive understanding of service processes, service products, and the company's portfolio.
- Strong analytical, organizational, leadership, communication, negotiation, and customer service orientation. Demonstrates resilience and the ability to effectively manage technicians.
how to apply
If you are interested in this position, please apply via the link provided. Only shortlisted candidates will be contacted by Michelle.
show more- key responsibilities
- - skills
- qualifications
- education
Bachelor Degree
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