APAC Service Excellence Lead (Aftersales)

Terberg Tractors Malaysia Sdn Bhd; Puchong; On-site; MYR 150,000 - 230,000; Full time

Benefits offered by this job

Flexible Benefits Scheme

Comprehensive medical coverage

Job summary

Terberg Tractors Malaysia Sdn. Bhd. invites an Assistant Manager, Service Excellence (APAC Aftersales) to lead regional service standards and performance.

You will collaborate with distributors, OEMs and cross-functional teams across Asia Pacific to enhance service performance and customer experience, driving operational excellence in the aftersales network. The role emphasizes KPI governance, end-to-end service process design, and support for new service programmes, with strong emphasis on

Qualifications

• Bachelor's Degree in Industrial Engineering, Business Process Management, Service Management, Engineering or related discipline.
• 7+ years of relevant experience in Service Operations, BPM, Operational Excellence, Quality or Performance Management.
• Experience with distributors, regional operations or multinational stakeholders is advantageous.
• Exposure to automotive/heavy equipment/industrial service environments preferred.

Responsibilities

• Own Regional Service Standards & Performance Frameworks across APAC.
• Define KPI methodologies, reporting standards, dashboard requirements, ownership structures and action thresholds.
• Facilitate cross-functional improvement programmes to identify bottlenecks and improve service delivery.
• Design & Govern End-to-End Service Processes with scalable governance structures.
• Establish service-level expectations, monitor compliance, and drive corrective actions to improve customer experience.
• Support the development and rollout of maintenance programmes and service concepts.
• Facilitate regional collaboration with Product Support, Warranty, Quality, Parts, Dealer Development and distributors.
• Drive governance, best practices and change control through documentation, audits and deployment.

Skills

Service Operations

Business Process Management

Operational Excellence

Quality Management

Stakeholder Management

Change Management

Excel Proficiency

Education

Bachelor's Degree

Industrial Engineering

Business Process Management

Service Management

Engineering

Tools

Microsoft Excel

Job description

Terberg Tractors Malaysia Sdn. Bhd. invites an Assistant Manager, Service Excellence (APAC Aftersales) to lead regional service standards and performance.

You will collaborate with distributors, OEMs and cross-functional teams across Asia Pacific to enhance service performance and customer experience, driving operational excellence in the aftersales network. The role emphasizes KPI governance, end-to-end service process design, and support for new service programmes, with strong emphasis on