Service Manager (After-sales & Field Service Team Lead)

TITANICOM TECH LIMITED; Jakarta Pusat; On-site; IDR 350,000,000 - 520,000,000; Full time

Job summary

TITANICOM TECH LIMITED in Jakarta is seeking a Service Manager (After-sales & Field Service Team Lead) to plan, coordinate, and oversee daily service activities, ensuring requests, maintenance, and repairs are handled efficiently and on time.

You will lead a service team, allocate tasks, coach technicians, manage customer relationships, monitor performance, and collaborate with Sales, Project, Warehouse, and Engineering to deliver seamless service, safety, and compliance.

Responsibilities

• Plan, coordinate, and oversee daily service and after-sales activities; ensure requests, maintenance, troubleshooting, and repairs are handled efficiently within agreed timelines.
• Lead, supervise, and develop the service team; assign tasks based on workload and capabilities; monitor performance and provide coaching.
• Act as the main contact for key or escalated customer service issues; maintain customer relationships and address concerns; coordinate corrective actions.
• Monitor service quality, response time, resolution time, and customer satisfaction; identify recurring issues and implement improvements; ensure safety and standards compliance.
• Coordinate with Sales, Project, Warehouse, Engineering and others to ensure smooth service delivery; support project handovers to Service and maintain documentation.
• Maintain service records, reports, schedules, and issue tracking; prepare performance reports and provide recommendations for operational improvement.
• Ensure activities comply with safety procedures and regulations; coordinate with Safety team to ensure safe practices at customer sites; ensure staff training and equipment readiness.

Job description

Service Manager (After-sales & Field Service Team Lead)

1. Plan, coordinate, and oversee daily service and after-sales activities.Ensure service requests, maintenance, troubleshooting, andIrepairs are handled efficiently and within agreed timelines.Establish and maintain service procedures, workflows, and SOPs.

2. Lead, supervise, and develop the service team.Assign tasks and responsibilities based on workload, priority, and team capabilities.Monitor team performance and provide coachirg and technical/service guidance when required.Coordinate manpower allocation and service schedules.

3. Act as the main contact for key or escalated customer service issues.Maintain good customer relationships and ensure customer concerns are properly addressed.Handle service complaints and coordinate appropriate corrective actions.Ensure customer expectations and service commitments are properly managed.

4.Monitor service quality, response time, resolution time, and customer satisfaction.Identify recurring service issues and implement improvement actions.Ensure service activities comply with company standards, safety requirements, and customer requirements.

5.Coordinate closely with Sales, Project, Warehouse, Engineering, and other relevant teams to ensure smooth service delivery.Support project handover from the Project/Implementation team to the Service team.Ensure all necessary technical documents, equipment information, and service records are properly transferred and maintained.

6. Maintain service records, service reports, mainttenance schedules, and customer issue tracking.Prepare regular service performance reports for management.Analyze service data and provide recommendations for operational improvement.

7. Ensure service activities are carried out in accordance with company safety procedures and applicable regulations.Coordinate with the Safety Officer/Safety team to ensure safe working practices at customer sites.Ensure service personnel have the required training, tools, and safety equipment