Service Manager
Service Manager
Location: Thailand
Employment type: Full-time
About the Company
Our client is an established business supplying technical solutions and after-sales support to industrial customers. The company is seeking an experienced manager to lead service delivery, develop its technical team, and oversee customer projects in Thailand.
Role Overview
This role combines responsibility for service operations and customer project delivery, with approximately 70% of the focus on service management and 30% on projects. The priority is to build a capable, responsive service team that delivers reliable customer support and contributes to sustainable business growth.
The successful candidate will manage people, resources, customer relationships, and commercial performance while coordinating with internal teams and external partners.
Key Responsibilities:
Team Leadership and Service Operations
Location: Thailand
Employment type: Full-time
About the Company
Our client is an established business supplying technical solutions and after-sales support to industrial customers. The company is seeking an experienced manager to lead service delivery, develop its technical team, and oversee customer projects in Thailand.
Role Overview
This role combines responsibility for service operations and customer project delivery, with approximately 70% of the focus on service management and 30% on projects. The priority is to build a capable, responsive service team that delivers reliable customer support and contributes to sustainable business growth.
The successful candidate will manage people, resources, customer relationships, and commercial performance while coordinating with internal teams and external partners.
Key Responsibilities:
Team Leadership and Service Operations
- Lead daily service activities, including installation support, commissioning, preventive maintenance, troubleshooting, repairs, and technical inspections as required.
- Plan engineer schedules, workloads, and deployment to meet customer commitments and use resources effectively.
- Set team objectives, review performance, and provide coaching, technical development, and knowledge sharing.
- Ensure engineers have the tools, information, and support needed to complete work safely and effectively.
- Own service quality, responsiveness, and customer satisfaction; act as the escalation point for complex technical issues and complaints.
- Coordinate technical specialists and partners to resolve problems, identify root causes, and prevent recurrence.
- Maintain accurate service reports and technical records, with timely recommendations and customer follow-up.
- Monitor response times, completion rates, resource utilisation, and customer feedback to improve delivery.
- Manage service budgets, costs, and profitability, supporting accurate quotations, pricing, and contract reviews.
- Partner with Sales to develop maintenance agreements, upgrades, and other after-sales opportunities that address customer needs.
- Improve service procedures, reporting, and coordination with commercial, operational, and finance teams, including timely billing.
- Ensure compliance with quality standards, industrial safety procedures, and customer site requirements
- Oversee customer projects from quotation support and scope definition through execution, commissioning, acceptance, and handover.
- Establish schedules, budgets, resource plans, and responsibilities with customers, internal teams, suppliers, and technical partners.
- Monitor milestones, costs, margins, risks, and scope changes; resolve issues and escalate concerns promptly.
- Review technical and commercial requirements, coordinate testing and documentation, and ensure commitments are understood and delivered.
- Ensure a structured transition to ongoing service support and apply lessons learned to future projects.
- Bachelor’s degree in Engineering or a related technical discipline.
- Minimum 7 years of relevant experience in industrial technical service or engineering, including 3 to 5 years managing service engineers or technical teams.
- Proven ability to manage service operations, engineer scheduling, resource planning, performance, and team development.
- Sound understanding of industrial equipment or systems, commissioning, maintenance, and troubleshooting; experience supporting process industry customers would be an advantage.
- Commercial experience with service quotations, contracts, budgets, cost control, and profitability, with the ability to identify service growth opportunities.
- Experience delivering customer projects, including scheduling, risk management, commissioning, acceptance, and handover.
- Strong customer focus and ownership, with the ability to resolve escalations, manage expectations, and build lasting relationships.
- Effective planning, problem-solving, and stakeholder management skills, balancing daily service demands with project commitments.
- Knowledge of quality management and industrial safety standards, with a practical approach to continuous improvement.
- Strong Thai and English communication skills and the ability to work with local and international stakeholders. Familiarity with CRM, service management, and project scheduling tools is an advantage.
