Service Operations Manager

Our client, a leading global provider of innovative food processing solutions, is seeking a Service Operations Manager to drive the Service Operations team.

The Service Operations Manager will be responsible for managing customer inquiries, collaborating with the After Sales team, and providing leadership to the Service Operations and Customer Service Workshop teams. This role requires a strong understanding of technical and commercial aspects, strong leadership skills, and a commitment to delivering high-quality customer service.

Responsibilities 

• Handle and process customer inquiries for service requests professionally
• Understand customer needs to provide accurate information, advice, and support for deploying service engineers
• Address customer telephone inquiries, service needs, and complaints promptly and effectively
• Work closely with the sales and After Sales team teams to support spare parts sales opportunities identified by service engineers
• Plan and allocate resources for service engineers, including project startups, service contracts, and warranty calls
• Manage the daily workload of the maintenance team, ensuring efficient delivery of Planned Preventative Maintenance (PPM) and maintenance shutdowns
• Coordinate activities of service or technical personnel to maintain quality and efficiency in service delivery
• Oversee logistics support for the workshop, including delivery coordination, invoicing, and payments
• Recruit, train, and develop the Service Operations team, fostering a culture of safety, continuous improvement, and high performance
• Monitor and ensure departmental KPIs, quality standards, and customer satisfaction targets are met
• Collaborate with the Accounts Department to ensure accurate invoicing and payments for services rendered
• Oversee resource management and capacity planning for workshop operations
• Maintain high-quality output in roll refurbishment with improved lead times for customers
• Manage third-party supply contracts and service agreements to enhance quality, turnaround time, and costs
• Develop and maintain workshop processes that improve operational efficiency and cost-effectiveness
• Evaluate market potential, competitor analysis, and the value proposition of the company's offerings

Requirements

• Bachelor’s degree in mechanical, Electrical & Electronics, Mechatronics Engineering, or a related field
• Minimum of 5 years of experience in customer service, manufacturing, installation, service, or sales
• At least 3 years of experience in a customer-facing role
• Proficient in SAP system (or CRM system) and familiar with machinery and MRO processes
• Strong technical and commercial understanding
• Commitment to customer satisfaction with excellent interpersonal skills
• Exceptional time-management, organizational, and prioritization abilities
• Results-oriented with strong problem-solving capabilities
• Effective team-building and leadership skills, including the ability to motivate and influence others
• Entrepreneurial mindset with a focus on sales and customer-oriented solutions
• High level of independence, ownership, and adaptability in a multicultural environment
• Proficiency in Microsoft Office and spoken/written English; knowledge of Chinese or Bahasa Melayu is an advantage

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