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Introduction:

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.

Responsibilities:

Job Responsibilities

* Overall:

* 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 value

and proactively promote new rolls and rolls refurbishment service.

Requirements:

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 customers 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.