Assistant Manager - Service

Sunway Marketing Sdn Bhd; Sepang; On-site; MYR 120,000 - 180,000; Full time

Job summary

Sunway Marketing Sdn Bhd is seeking a Commercial Truck Assistance Manager to oversee daily service operations for the commercial truck division, ensuring repair work meets SOPs and timelines. The role leads technicians, service advisors, and supervisors, coordinating scheduling, parts, and warranty documentation.

You will provide technical guidance, monitor performance, and drive customer satisfaction across key fleet accounts, while maintaining safety standards and driving process improvements.

Qualifications

• Diploma or Degree in Mechanical, Automotive, or Heavy Equipment Engineering (or equivalent).
• Minimum 5-8 years of experience in commercial truck service operations.
• At least 2-3 years of supervisory or management experience.
• Strong knowledge of diesel engines, transmissions, axles, electrical systems, brakes, air systems, hydraulics, and vehicle diagnostics.
• Good leadership, communication, and customer service skills.
• Proficient in-service management systems and Microsoft Office.
• Valid driving license (commercial license is an advantage).

Responsibilities

• Assist in managing the daily operations of the commercial truck service department.
• Ensure all repair and maintenance jobs are completed according to company SOPs.
• Monitor workshop productivity, efficiency, and technician utilization.
• Coordinate job scheduling to minimize customer downtime.
• Ensure all jobs are completed within the promised delivery time.
• Provide technical guidance to Service Advisors and technicians.
• Assist in troubleshooting complex mechanical, hydraulic, electrical, pneumatic, and engine problems.
• Review technical reports before submission to customers or principals.
• Support warranty diagnosis and claim documentation.
• Handle customer complaints and provide effective solutions.
• Attend meetings with key fleet customers.
• Monitor customer satisfaction and service quality.
• Follow up on overdue quotations and repair approvals.
• Ensure proper use and maintenance of workshop equipment and safety policies.
• Monitor workshop consumables and equipment condition.
• Coordinate with Parts Department to ensure spare parts availability.
• Monitor urgent parts orders and backorders.
• Review slow-moving and critical spare parts inventory.
• Monitor preventive maintenance schedules for customer fleets.
• Analyze recurring failures and implement corrective actions.
• Support long-term service contracts.
• Supervise Service Advisors, Supervisors, and technicians.
• Conduct toolbox meetings regularly.
• Assist in staff performance evaluations.
• Identify training needs and arrange technical training.
• Coach and mentor junior staff.
• Assist in achieving monthly and annual service and parts sales targets.
• Monitor labour recovery and workshop profitability.
• Review labour efficiency and productivity reports.
• Support cost-control initiatives.
• Review service reports and repair quotations.
• Prepare weekly and monthly operational reports.
• Monitor WIP (work-in-progress)
• Ensure repair records are updated in the service management system.
• Ensure compliance with SOPs and manufacturer standards.
• Monitor occupational safety requirements.
• Handle waste oil, batteries, and hazardous materials properly.
• Support audits and drive process improvements.
• Introduce best practices for commercial truck servicing.
• Support digitalization and service system enhancements.

Skills

Leadership

Communication

Customer service

Diesel engine knowledge

Vehicle diagnostics

Microsoft Office

Service management systems

Driving license

Education

Diploma or Degree in Mechanical, Automotive, or Heavy Equipment Engineering

Tools

Service management system

Microsoft Office

Job description

Commercial Truck Assistance Manager - Job Scope

Position: Commercial Truck Assistance Manager

Reports To

1. Service Operations

Assist in managing the daily operations of the commercial truck service department.

Ensure all repair and maintenance jobs are completed according to company SOPs.

Monitor workshop productivity, efficiency, and technician utilization.

Coordinate job scheduling to minimize customer downtime.

Ensure all jobs are completed within the promised delivery time.

2. Technical Support

Provide technical guidance to Service Advisors and technicians.

Assist in troubleshooting complex mechanical, hydraulic, electrical, pneumatic, and engine problems.

Review technical reports before submission to customers or principals.

Support warranty diagnosis and claim documentation.

3. Customer Service

Handle customer complaints and provide effective solutions.

Attend meetings with key fleet customers.

Monitor customer satisfaction and service quality.

Follow up on overdue quotations and repair approvals.

4. Workshop Management

Ensure proper use and maintenance of workshop equipment and special tools.

Maintain a safe working environment in accordance with company safety policies.

Monitor workshop consumables and equipment condition.

5. Parts Coordination

Coordinate with the Parts Department to ensure spare parts availability.

Monitor urgent parts orders and backorders.

Review slow-moving and critical spare parts inventory.

Minimize machine downtime caused by parts shortages.

6. Warranty Administration

Ensure warranty claims are submitted accurately and within the required timeline.

Verify supporting documents before submission.

Liaise with the principal regarding warranty approvals and technical issues.

7. Fleet Maintenance Management

Monitor preventive maintenance schedules for customer fleets.

Recommend maintenance programs to improve vehicle reliability.

Analyse recurring failures and implement corrective actions.

Support long-term service contracts.

8. Staff Management

Supervise Service Advisors, Supervisors, and technicians.

Conduct toolbox meetings regularly.

Assist in staff performance evaluations.

Identify training needs and arrange technical training.

Coach and mentor junior staff.

9. Business Performance

Assist in achieving monthly and annual service and parts sales targets.

Monitor labour recovery and workshop profitability.

Review labour efficiency and productivity reports.

Support cost-control initiatives.

10. Documentation & Reporting

Review service reports and repair quotations.

Prepare weekly and monthly operational reports.

Monitor work-in-progress (WIP) jobs.

Ensure all repair records are updated in the service management system.

11. Safety & Compliance

Ensure compliance with company SOPs and manufacturer standards.

Monitor adherence to occupational safety requirements.

Ensure proper handling and disposal of waste oil, batteries, and hazardous materials.

Support internal and external audits.

Identify opportunities to improve workshop efficiency.

Develop and implement process improvements.

Introduce best practices for commercial truck servicing.

Support digitalization and service system enhancements.

Key Performance Indicators (KPIs)

Monthly service sales target achievement

Monthly parts sales target achievement

Safety incidents: Zero Lost Time Injuries (LTI)

WIP aging within company target

Minimize customer vehicle downtime

Required Qualifications

Diploma or Degree in Mechanical, Automotive, or Heavy Equipment Engineering (or equivalent).

Minimum 5-8 years of experience in commercial truck service operations.

At least 2-3 years of supervisory or management experience.

Strong knowledge of diesel engines, transmissions, axles, electrical systems, brakes, air systems, hydraulics, and vehicle diagnostics.

Good leadership, communication, and customer service skills.

Proficient in-service management systems and Microsoft Office.

Valid driving license (commercial license is an advantage).