Team Leader & Process Expert, Maintenance Service (Base in Tuen Mun)

Leadingnation; Hong Kong; On-site; HKD 550,000 - 850,000; Full time

Job summary

Hilti Hong Kong is seeking a TSC Team Leader to head the Repair team in Hong Kong and Macau. You will train and motivate about 5 technicians, collaborating with customer service, logistics, marketing and sales to deliver best-in-class after-sales service.

You will drive continuous improvement as a process expert for Greater China, influence KPIs, and lead workshop optimization while supporting regional initiatives.

Qualifications

• Degree in Engineering or related field.
• Minimum 3 years in repair, maintenance or operations management with team leadership.
• Knowledge of lean repair processes and change management.

Responsibilities

• Lead the Repair team across Hong Kong & Macau with high service standards.
• Train, coach and develop team members for continuous improvement.
• Influence KPIs on quality, cost and efficiency and drive workshop optimization.
• Collaborate with customer service, logistics, marketing and sales teams.
• Participate in Greater China initiatives and pilot new processes.
• Ensure documentation and adherence to quality requirements.

Skills

Team leadership

Repair operations

Lean principles

SAP experience

English & Cantonese

Education

Engineering degree

Tools

SAP

Job description

What’s the role?

As a TSC Team Leader (Tool Service Center Hong Kong), we expect you to not only be involved in technical issues, but also to engage people to work with you. You’ll lead a team of around 5 technicians, which calls for training, developing and motivating them, both individually and as a unit. Meanwhile you are asked to collaborate with other departments including customer service, logistics, marketing and sales teams in providing best in class after sales service to customers. Lead or participate in various internal project teams to drive continuous improvement. In fact, we’ll measure you as much on developing your team as on achieving your targets.

At the same time, as the process expert for Greater China, we expect you to support the Regional Process Manager, to review the operation protocol and improve the operation process to bring out our value to customers through operation excellent in Greater China.

Who is Hilti?

At Hilti, we are a passionate global team committed to making construction better. As a trusted partner for productivity, safety, and sustainability, we provide our customers innovative solutions that impact the buildings, roads, and infrastructure people rely on every day.

Hilti is where individuals grow lasting careers by exploring possibilities, maximizing their potential, owning their development, and making a real difference every day.

As an employer, we have created a caring and performance-oriented culture for our employees. We are thrilled to be recognized as the 4th Best Workplaces™ in Asia 2024 by Great Place to Work® Institute & Hilti Hong Kong is listed as one of the Best Workplaces™ in Hong Kong 2024!

What does the role involve?

This position highly impacts our business. Hilti has a culture of delivering the best after sales service as we can to our customers and this position will be responsible for the Repair team in Hong Kong & Macau. Besides training and developing the team, we expect that this person can influence them to achieve good results in our KPIs (Quality -RRF1 & EFARR / Cost-CI / Efficiency-SISO) and driving optimization of the workshop processes.

• Play a critical role in delivering Hilti’s best-in-class after-sales service, driving strong business impact through maintaining high service levels and quality
• Ensure effective cost control and value creation within the repair service by reducing repair failures and faults
• Lead and manage the Repair team across Hong Kong & Macau, ensuring consistently high service standards and sustained operational excellence
• Coach, train, and develop team members to strengthen capabilities and foster a culture of continuous improvement
• Influence and motivate the team to consistently achieve and exceed key performance indicators (KPIs) across quality, cost, and efficiency
• Drive optimization and continuous improvement of workshop processes to enhance productivity, efficiency, and service quality
• Foster a performance-driven culture focused on accountability, operational excellence, and customer satisfaction
• Gain regional exposure through participation in Greater China initiatives, including operational excellence projects and pilot testing of new processes

What do we offer?

We’ll give you everything you need to excel in your role, including ongoing training and lots of responsibilities from the start. You’ll enjoy a rare combination of autonomy and camaraderie, as you’ll manage your own diary while being part of a friendly team.

We’ll trust you to do whatever it takes to deliver outstanding results. Go the extra mile and we’ll reward you with development and career opportunities as soon as you’re ready for the next challenge.

Why should you apply?

We have an excellent mix of people, which we believe makes for a more vibrant, more innovative, more productive team. So, if you’ve never worked in construction, that’s fine with us. Success at Hilti is down to teamwork and ability, no matter what your background.

What you need is:

• Degree holder in Engineering or related disciplines
• Minimum 3 years of experience in repair, maintenance, or operations management with previous experience in leading a team
• Understanding / ability to learn and manage the change by adopting new management processes (Quality / Costs / Efficiency/ training of team members); Change agent for lean repair process for the team & active driver of mid to big CIP projects; developing & executing training plans for assigned employees
• Solid understanding of service documentations and follows requirements for diagnosis, repair and testing
• Understanding of quality management and Lean principles
• Customer oriented and understanding of service operations with proven success record of operational excellence and continuous improvement
• Fluent in both written and spoken English and Cantonese (Mandarin is a plus)
• Someone with potential and high ambitious to move to next level in their career
• Experience in SAP usage is an advantage
• Work location in Tuen Mun, close to MTR station
• Travel across Taiwan and Shanghai, if any

Additional Information Before Submitting Your Application

• Our end-to-end recruitment process may last between 4 and 8 weeks
• We are committed to having all applications reviewed by Talent Acquisition team, we stand by our people centric approach to everything we do
• Only shortlisted candidate will be contacted for further steps