Service Operations Manager (Field Service & Repair Centre)

ROLE PURPOSE

The Operation Manager is accountable for the successful delivery of service to our customers and the profitability of that service, and for building and sustaining relationships with strategic partners, customers and internal stakeholders (local, regional and global) in addition to the day-to-day management of the Malaysia service teams including technical field services, product maintenance, customer training and support functions.

RESPONSIBILITIES

Operations Leadership:

• Direct and coordinate day-to-day functions of the operation and field teams.
• Implement operational strategies and processes to enhance efficiency and effectiveness.
• Set and monitor KPIs across the operations team to ensure high-quality operations delivery
• Effective execution of projects

Team Management:

• Ability to organise and coordinate team members to execute tasks against a common goal
• Promote team development and ensure a high level of competence and motivation.
• Effectively support, motivate and engage team

Project Execution and Oversight:

• Manage the manufacturing, installation, commissioning, and maintenance of water treatment systems.
• Ensure projects adhere to timelines, budgets, and quality standards.

Supply Chain and Vendor Management:

• Oversee procurement, quality checks and logistics for parts and components from international vendors.
• Manage supply chain processes for seamless operations.

Maintenance and Quality Control:

• Implement maintenance schedules and protocols for ongoing projects.
• Enforce quality control measures and compliance with safety and environmental regulations.

Client and Stakeholder Engagement:

• Build and maintain relationships with clients and stakeholders.
• Ensure client satisfaction and address operational concerns.

REQUIREMENTS

• Minimum 5 years’ experience and current relevant hands-on field service operation management across Peninsular Malaysia in a fast-paced technology environment is a must.
• Current role includes profit and loss responsibilities.
• Advance Excel skills / experience is a must while PowerBI is added advantage.
• Proven track record in leading, motivating and mobilizing teams.
• Strong analytical and problem-solving skills.
• Strong communication and interpersonal skills. Proven experience building strong internal and external relationships to resolve issues and coordinate projects.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Comfortable to multitask project management and case resolutions at the same time.
• Bachelor’s degree in Business, Engineering or Operation Management.