Assistant Manager, Service Excellence (APAC 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

Assistant Manager, Service Excellence (APAC Aftersales)

Be part of a globally recognised company at the forefront of industrial mobility innovation. In this regional role, you'll collaborate with distributors, OEM stakeholders, and cross-functional teams across Asia Pacific to enhance service performance, improve customer experience, and drive operational excellence throughout the aftersales network.

Your Key Responsibilities

1. Own Regional Service Standards & Performance Frameworks

Lead the development, governance, and continuous improvement of service standards, KPI frameworks, and performance-management routines across APAC.

Define KPI methodologies, reporting standards, dashboard requirements, ownership structures, and action thresholds that drive accountability and measurable improvement.

Facilitate cross-functional improvement programmes to identify bottlenecks, eliminate inefficiencies, and improve service responsiveness, productivity, and customer satisfaction.

4. Design & Govern End-to-End Service Processes

Develop and maintain regional service processes, interfaces, escalation pathways, and governance structures to ensure consistency, scalability, and auditability.

Establish service-level expectations, monitor compliance, and support corrective actions that improve responsiveness, reliability, and customer experience.

6. Support New Service Programmes & Solutions

Support the development and rollout of maintenance programmes, service concepts, and customer support solutions that maximise equipment uptime and lifecycle value.

7. Facilitate Regional Collaboration

Collaborate with Product Support, Warranty & Quality, Parts Excellence, Dealer Development, distributors, and global stakeholders to align priorities and deliver sustainable improvements.

8. Drive Governance, Best Practices & Change Control

Maintain service documentation, process libraries, governance frameworks, audit controls, and best-practice deployment to ensure sustainable regional adoption.

What We're Looking For

Education & Experience

Bachelor's Degree in Industrial Engineering, Business Process Management, Service Management, Engineering, or a related discipline.

Minimum 7 years' relevant experience in:

Service Operations

Business Process Management

Operational Excellence

Quality or Performance Management

Experience working with distributors, regional operations, or multinational stakeholders is an advantage.

Exposure to automotive, heavy equipment, industrial vehicles, machinery, or technical service environments is preferred.

Technical & Professional Competencies

Strong understanding of service operations, process design, performance management, and continuous improvement principles.

Experience developing KPIs, dashboards, and management reporting frameworks.

Experience in KPI governance, process architecture, service-level management, and organisational change.

Understanding of process auditability, governance frameworks, and controlled process implementation.

Familiarity with Lean, Operational Excellence, Six Sigma, or structured problem-solving methodologies is an advantage.

Ability to identify process inefficiencies and translate performance insights into measurable business improvements.

Ability to facilitate cross-functional improvement programmes and drive adoption across multiple stakeholder groups.

Proficient in Microsoft Excel and related business applications.

Personal Attributes

Process-oriented with a passion for continuous improvement and operational excellence.

Proactive, self-driven, and comfortable operating in a regional environment.

Strong communication, facilitation, stakeholder management, and change management capabilities.

Strong problem-solving and decision-making capabilities.

Ability to influence stakeholders and drive adoption of new ways of working.

Why Join Us?

Gain regional APAC exposure through collaboration with distributors, OEM stakeholders, and international teams.

Build expertise in Service Excellence, Operational Excellence, and Aftersales Performance Management within a global organisation.

Play a key role in improving customer experience, equipment uptime, and service performance across the region.

Access meaningful learning and career development opportunities.

Join a culture that values ownership, collaboration, innovation, and continuous improvement.

Enjoy competitive remuneration, comprehensive medical coverage, and a Flexible Benefits Scheme.

Join Terberg Tractors Malaysia for a rewarding career with attractive benefits, regional exposure, and opportunities for professional growth.

Terberg Tractors Malaysia Sdn. Bhd. (TTM) was established in 1999 as a joint venture between Royal Terberg Group (Netherlands), a company with over 155 years of heritage, and Sime Darby Industrial. The company specialises in the manufacturing, sales, and after-sales support of terminal tractors-essential to port and logistics operations. Together with its subsidiary, Terberg Manufacturing & Assembly (TMA), TTM has grown into a market leader in the Asia Pacific, supported by strong product support and an extensive distributor network. To date, TTM has proudly exported Malaysian-made terminal tractors to over 20 countries, reinforcing its leadership in the region.

Terberg Tractors Malaysia Sdn. Bhd. (TTM) was established in 1999 as a joint venture between Royal Terberg Group (Netherlands), a company with over 155 years of heritage, and Sime Darby Industrial. The company specialises in the manufacturing, sales, and after-sales support of terminal tractors-essential to port and logistics operations. Together with its subsidiary, Terberg Manufacturing & Assembly (TMA), TTM has grown into a market leader in the Asia Pacific, supported by strong product support and an extensive distributor network. To date, TTM has proudly exported Malaysian-made terminal tractors to over 20 countries, reinforcing its leadership in the region.