Job Summary:

As a Service Operations Team Leader / Manager, you will be responsible for efficient and high-quality delivery of maintenance services at our 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.

Job Responsibilities:

• Lead a team of Field Service Engineers & Workshop Operators in providing high quality services and fostering a collaborative and productive environment.

• Calculate the annual hourly rate and manage within the cost center budget for Field Service & Workshop.

• Plan, analyze and optimize the utilization of Field Service and Workshop to ensure high productivity (positive coverage difference).

• Ensure compliance with EHS standards and regulations to maintain a safe working environment and promote safety attitude throughout the Field Service & Workshop team.

• Proactively seek feedback from customers post execution of jobs and regularly visit customers to improve quality of services provided.

• Responsible for updating the skills matrix as well as the continuous development and upskilling of Field Service Engineers & Workshop Operators.

• Support internal stakeholders, and related departments with technical and Field Service operations knowledge.

• Promote continuous improvement initiatives in Field Service & Workshop operations.• Leadership of Field Service Team:

• Timely resource planning and delegation of Field Service Engineers for commissioning, troubleshooting & repair, preventive maintenance and warranty services etc., including weekend and emergency call.

• Interact with customers to address inquiries, dispatch service requests and resolve conflicts.

• Coach Field Service Engineers in providing quality service reports & effective communication to the customers.

• Ensure delegation of overseas Engineers are kept within schedule & budget as agreed as well as customer satisfaction.

• Ensure clear & efficient information flow internally for execution of service requests, including quotation, order tracking, invoicing and payment.

• Collaborate closely with Sales team and Customer Relationship team to support any sales lead for spare parts, service agreement or upgrade opportunities shared by Field Service Engineers’ site visit.

• Leadership of Service Workshop:
• Oversee the Workshop operation by working with the Workshop Supervisor to ensure that delivery of all roll refurbishment orders is on time, quality and cost.

• Ensure proper resource management and capacity planning of the Workshop operation.

• Maintain a high-quality output of roll refurbishment, with an improved lead time to customers.

• Proactively review 3rd party supply contracts and cost comparisons to improve quality, turnaround time and costs.

• Evaluate market potential, competitor strength & weakness and Bühler’s value and proactively promote new rolls and rolls refurbishment service.

Qualifications:

• Bachelor’s degree in Engineering (Mechanical / Process / Industrial), Business Administration or similar.• Minimum 8 years of experience in after sales service operation in manufacturing industries.

• At least 5 years of experience management of Field Service team.
• Experience as Field Service Engineer is of advantage.
• Proficiency in SAP, field service management software and tools for scheduling, reporting, and resource allocation is a plus

• Demonstrate extraordinary ownership and accountability.
• Strong customer centricity, focus and entrepreneurship.
• Ability to understand customer’s requirements and translate them into solutions
• Results-oriented and excellent problem-solving and conflict management skills.
• Exceptional time-management, organizational and prioritisation skills under multiple deadlines.

• Strong leadership and team management skills, with the ability to motivate and influence across all levels.

• Ability to connect the dots, interpret and communicate complex information to external and internal stakeholders.

• Keen eye for cost/ efficiency improvement and proactive to drive changes.
• Proficient in spoken and written English and Bahasa Melayu due to the nature of the scope.

• Due to the nature of the scope, knowledge of Mandarin is of advantage.