Head of Service – Heavy Equipment Industry

PT Maximus Indo Asia; Tangerang; On-site; IDR 1.325.161.000 - 1.987.743.000; Full time

Job summary

A leading heavy equipment service company is seeking a Head of Service to lead service strategy and operations. The role requires at least 10 years of experience in service operations, with strong leadership and customer management skills. Responsibilities include overseeing daily operations, ensuring customer satisfaction, and managing service teams. Candidates should have a degree in Mechanical Engineering and experience in the heavy equipment sector.

Qualifications

• Minimum 10 years of experience in service operations.
• At least 5 years in a leadership role within heavy equipment or construction machinery industries.
• In-depth knowledge of diesel engines and hydraulics.

Responsibilities

• Oversee daily operations of service workshops.
• Ensure high levels of customer satisfaction.
• Lead and develop a high-performing service team.

Skills

Leadership

Problem-solving

Customer relationship management

Communication skills

Negotiation skills

Education

Bachelor's degree in Mechanical Engineering

MBA

Tools

ERP systems

CRM software

CMMS systems

Job description

Head of Service – Heavy Equipment Industry

Lead service strategy and operations for heavy equipment, aligning with company goals and customer expectations.

Responsibilities

• Oversee daily operations of service workshops, field service, and technical support teams.
• Ensure optimal utilization of resources, workshop productivity, and adherence to safety standards.
• Maintain high levels of customer satisfaction by ensuring timely, effective service delivery.
• Act as the escalation point for major service issues or complaints.
• Lead, coach, and develop a high-performing service team including service managers, technicians, and support staff.
• Conduct performance reviews, training programs, and succession planning.
• Manage service department budgets, cost control, and revenue targets.
• Monitor and report on key performance indicators (KPIs) such as turnaround time, first-time fix rate, and customer satisfaction.
• Stay updated on product knowledge, diagnostic tools, and industry best practices.
• Support complex diagnostics and technical resolutions when required.
• Ensure compliance with all health, safety, and environmental regulations.
• Implement and monitor service quality assurance processes and standards.

Qualifications

• Bachelor's degree in Mechanical Engineering, Automotive Technology, or related field. MBA is an advantage.
• Minimum 10 years of experience in service operations, with at least 5 years in a leadership role within the heavy equipment, construction machinery, or related industries.
• In-depth knowledge of diesel engines, hydraulics, and electronic control systems.
• Strong leadership, problem-solving, and customer relationship management skills.
• Proficiency in service management systems (e.g., ERP, CRM, CMMS).
• Excellent communication, negotiation, and interpersonal skills.
• Ability to manage multiple locations and large service teams.