Team Manager, Service Operations

Job Responsibilities

• Lead a team of Field Service Engineers (FSE) & 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.


• Drive back-office function transformation and integrate the quotation and order processing functions into GBS Service Operations.

Qualifications

• Bachelor's degree in Engineering (Mechanical / Process / Industrial), Business Administration or similar.


• Minimum 8 years of experience in after sales service operations 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


• Regional experience of the Singapore, Malaysia and Sri Lanka markets.


• Proficient in spoken and written English and Bahasa Melayu. 


• Knowledge of Chinese is of advantage.