Service Manager, Shah Alam

About Crown

Crown is one of the world's largest material handling companies with a reputation for award-winning product design, advanced engineering and technology, and superior after-sale service. Crown's business philosophy utilizes vertically integrated processes to design, manufacture and distribute forward-thinking, innovative solutions that improve customers' productivity and operating efficiency. Crown produces a broad range of forklifts as well as automation and fleet management technologies. The Company's global headquarters is located in New Bremen, Ohio, USA, with regional headquarters in Australia, China, Germany and Singapore. Crown employs more than 14,000 people worldwide. Crown operates a service and distribution network that exceeds 500 retail locations in over 80 countries. To learn more about why Crown is a great career choice, visit crown.com. You can also view our online newsroom at Crown Equipment Corporation | Malaysia | Material Handling.

3 best things about the role:

• Be part of a Company that is a leading innovator in world-class forklift and material handling equipment.
• Work alongside a team that is supportive and collaborative.
• Work at a Company that values good people, with a culture of developing employees and promoting from within.

About the role

Crown Equipment is currently seeking a dedicated individual to join our Service Team as a Service Manager at our Selangor Branch Office in Malaysia.

In this role, you will oversee people resources, physical assets, and Service Department customers. You will be responsible for meeting the company’s financial targets and maintaining high levels of customer service. Additionally, you will foster a culture of honesty, accountability, and integrity within the branch, driving performance and continuous improvement. Lastly, you will focus on growing our service customer base and minimizing customer churn.

Key Result Areas & Responsibilities

KRA 1 – Department Sales & Profitability

• Direct the activities and resources of each department under your management to meet or exceed the targets set by the Company.

• Develop and present financial plans and weekly forecasts to regional teams, monitor performance and results against forecast and budgeted allowance.
• Monitor performance against budget and develop strategic plans to achieve or exceed profitability.
• Provide possible solutions to recovering debt prior to approval of any credit.
• Measure running costs of company assets including the Crown rental fleet and CFM units and provide strategic leadership to ensure profitability is within company expectations.
• Identify business growth opportunities and implement approved business strategies to ensure that such opportunities are maximized.

KRA 2 – Operational Performance

• Report daily Key Performance Indicators (KPI’s) Service Dashboard for all business groups under your management.
• Prepare Monthly Service Manager's Report and distribute to, Branch Manager, Internal
• Service Department Managers and Director of Service.
• Monitor performance of the Service department and its individual business units (e.g., workshop, parts, field service etc.) and conduct monthly/quarterly performance review meetings to ensure actions plans are set, expectations are communicated, and support is offered where needed.
• Through the Service management team, ensure that all scheduled services, required repairs and maintenance is completed in line with Company expectations, any contractual obligations, set deadlines/timelines and Company standards.
• Ensure the Service department maintains inventory levels in accordance with Company targets at all times.
• Ensure adequate resources are available to achieve a 95% response rate on Emergency Breakdown Calls.

KRA 3 – Staff Development & People Management

• Review performance the of all Service Employees, including Service Technicians, regularly and where these metrics do not meet acceptable levels, work with the relevant team members to develop an action plan and drive the result that is required.
• Develop Department Managers & Supervisors, ensuring they have the skills, knowledge and information they need to achieve their performance targets,
• Provide direction and support to service administration staff. Understand the areas that affect their performance and direct line managers to monitor.
• Utilize the Talent Connect system for identifying development needs of staff and to provide solutions to building capability.
• Identify strengths and weaknesses and recommend applicable courses of action to address such weaknesses.
• Ensure all staff have a current Position Description and Goals and Objectives and that all staff receive a quarterly one on one or alternatively a monthly one on one, if they are failing to meet their targets.

KRA 4 – Safety & Risk Management

• Reduce the risk of injuries and specifically reduce the Lost Time Injury Frequency Rate to zero annually.
• Participate in company safety initiatives - Crown Care audits of 80%
• Ensure adequate resources are allocated for safety purposes e.g., Crown training, OH&S Committee meetings, supervision.
• Ensure that staff follow safety procedures and lead by example.
• Ensure product incidences/issues are reported promptly.
• Ensure resources are available to achieve 95% response on Emergency Breakdown Calls.
• To conduct toolbox talk with all technicians on monthly.
• Submission of Hazard Inspection report monthly.
• To participate on Safety Committee Gemba walkthrough using ‘Take Five’ on monthly.
• To engage with Safety and Risk committee meetings on quarterly.

KRA 5 – Customer Service

• Ensure completion rates for all PMP types are achieved as per levels required.
• Meet with, understand, and address the needs of customers to help improve customer relations and retention.
• Monitor and address customer complaints in a timely manner.

KRA 6 – Industrial Relations

• Always establish and maintain open communications with employees.
• Use a consultative process for the Department Enterprise Agreement and for ongoing consultation with employees and their representatives to achieve good outcomes for both the company and employees.

KRA 7 – Recruitment of Talents

• Develop and maintain a workforce plan that identifies actual staffing numbers against budget/target and then organize recruitment activity to fill vacancies as required.
• Interview job candidates
• Ensure recruitment processes are in place to manage job interviews through to placement of new staff.

KRA 8 – Performance Management

• Ensure company processes and policy is followed when managing the performance of staff including where disciplinary action is required.
• Set goals for all staff and ensure they are reviewed each month through the GDR system.

KRA 9 – Ad Hoc Duties

All other duties as assigned.

Requirements

Knowledge, Skills and Experience:

• Industry experience
• Demonstrative success in management
• High Energy and Motivation
• Results Orientated
• Good Communication, Negotiation and Organization Skills
• Ability to work under pressure & meet deadlines
• Excellent presentation skills
• Demonstrative Leadership Skills
• Experience in the Material Handling Equipment industry will be an added advantage.

Qualifications:

• Degree in engineering or operations or a related discipline
• Experience leading a team and with P&L responsibility
• Experience in the industrial sector would be an advantage