We are assisting one of our clients, a Swiss Multinational Organisation in the machinery business in finding a Service Operations Team Leader to be based in Malaysia.

Key Responsibilities

Team Leadership and Management:

• Manage and lead a team of Field Service Engineers and Workshop Operators, fostering collaboration and productivity.
• Plan and optimize resource utilization to achieve high productivity and meet annual cost center budgets.
• Regularly update the skills matrix and support continuous development and upskilling initiatives for team members.
• Ensure timely resource planning and task delegation for commissioning, troubleshooting, repair, and preventive maintenance.

Operational Excellence:

• Monitor and optimize Field Service and Workshop operations, ensuring compliance with EHS standards and regulations.
• Drive continuous improvement initiatives across field and workshop operations.
• Oversee the workshop’s roll refurbishment orders to ensure timely, high-quality, and cost-effective delivery.
• Conduct market evaluations, assess competitor strengths, and promote the company’s roll refurbishment services.

Customer Engagement and Support:

• Actively seek customer feedback post-job execution and conduct regular site visits to improve service quality.
• Collaborate with Sales and Customer Relationship teams to identify and pursue sales opportunities from site visits.
• Interact with customers to address inquiries, dispatch service requests, and resolve conflicts effectively.

Operational Collaboration:

• Ensure efficient internal communication for seamless execution of service requests, including quoting, order tracking, invoicing, and payment processes.
• Review third-party supplier contracts to enhance quality, reduce turnaround time, and optimize costs.

Qualifications:

• A bachelor’s degree in Engineering (Mechanical, Process, Industrial), Business Administration, or a related field.
• Minimum of 8 years’ experience in after-sales service operations within manufacturing industries.
• At least 5 years of managerial experience leading Field Service teams.
• Hands-on experience as a Field Service Engineer is a strong advantage.
• Proficiency in SAP, field service management software, and scheduling tools is preferred.

Key Skills and Attributes:

• Exceptional leadership and team management abilities, with strong motivational and influencing skills.
• Customer-focused mindset with the ability to understand and address client requirements.
• Strong organizational, time-management, and prioritization skills in high-pressure environments.
• Excellent problem-solving, conflict resolution, and decision-making capabilities.
• Ability to analyze complex information and communicate effectively with both internal and external stakeholders.