Customer Service Manager

DELEUM; Kuala Lumpur; On-site; MYR 72,000 - 120,000; Full time

Job summary

DELEUM in Malaysia seeks an experienced Customer Relations & Service Delivery Manager to oversee end-to-end service activities for key accounts. You will manage customer operations, coordinate maintenance activities, and act as the main liaison between customers, internal teams, and our Principal for technical support and project execution.

Responsibilities include planning preventive and corrective maintenance, ensuring readiness for engine change-outs, providing progress updates, and

Qualifications

• Strong problem-solving and analytical skills.
• Ability to manage customer relationships and communicate effectively.
• Good communication and coordination with customers, internal teams, Principal, and vendors.
• Knowledge of contract administration and ensuring compliance with contractual requirements.
• Ability to coach and guide junior colleagues to achieve objectives.

Responsibilities

• Manage customer relationships to ensure high satisfaction and understand customer operations, applications, and requirements.
• Coordinate and manage all operational service activities, including handling customer-reported issues and timely resolution.
• Plan and schedule preventive and corrective maintenance activities in line with customer requirements and equipment conditions.
• Ensure readiness for maintenance, troubleshooting and engine change-out activities, including coordination of manpower, parts, tools, and compliance with site requirements.
• Act as the key liaison between customer, internal support teams, and Principal on technical support, service and project execution matters.
• Support service and project execution, including scope planning, resources coordination and stakeholders alignment.
• Provide timely updates to customers on work progress, issues, and resolutions to maintain customer confidence.
• Identify operational improvement opportunities and collaborate with the Sales team to support potential sales leads.
• Maintain awareness of market trends and competitor activities to support overall business positioning.
• Ensure all activities comply with company policies, safety standards, and contractual requirements.
• Understand and adhere to contractual obligations and Terms and Conditions to manage operational and business risk.
• Builds trust with customers and colleagues through professional conduct and integrity.
• Maintain effective collaboration with the Principal to ensure smooth deliveries and mutual success.

Skills

Problem solving

Customer relationship management

Communication

Coordination

Contract administration

Coaching junior colleagues

Education

Bachelor's degree in Engineering

Job description

• Manages customer relationships to ensure high customer satisfaction and maintain a good understanding of customer operations, applications, and requirements.


• Coordinate and manage all operational service activities, including handling customer-reported issues and ensuring timely resolution.


• Plan and schedule preventive and corrective maintenance activities in line with customer requirements and equipment conditions.


• Ensure readiness for maintenance, troubleshooting and engine change-out activities, including coordination of manpower, parts, tools, and compliance with customer & site requirements.


• Act as the key liaison between customer, internal support teams, and Principal on technical support, service and project execution matters.


• Support service and project execution, including scope planning, resources coordination and stakeholders alignment.


• Provide timely updates to customers on work progress, issues, and resolutions to maintain customer confidence.


• Identify operational improvement opportunities and collaborate with the Sales team to support potential sales leads.


• Maintain awareness of market trends and competitor activities to support overall business positioning.


• Ensure all activities comply with company policies, safety standards, and contractual requirements.


• Understand and adhere to contractual obligations and Terms and Conditions to manage operational and business risk.


• Builds trust with customers and colleagues through professional conduct and integrity.


• Maintain effective collaboration with the Principal to ensure smooth deliveries and mutual success.

Knowledge/Experience Required for the Job

• Strong problem-solving and analytical skills, with the ability to handle operational issues effectively.


• Ability to manage customer relationships and communicate effectively to maintain or increase customer satisfaction.


• Good communication and coordination skills with customers, internal teams, Principal, and vendors.


• Good knowledge of contract administration, with the ability to ensure work is carried out in compliance with contractual requirements.


• Ability to coach and guide junior colleagues to ensure success in achieving objectives.

Experience:

• Minimum 5 years in relevant working experience

Academic/Professional Qualification

Bachelor Degree in any Engineering field with priority in Mechanical, Electrical / Electronic, Chemical / Petroleum, etc.