Field Engineering Expert

Monroe Consulting Group; Malaysia; On-site; MYR 80,000 - 120,000; Full time

Job summary

A recruitment firm is looking for a Field Engineering Expert (Service Manager) in Selangor, Malaysia. The role involves managing field service interventions and developing a capable team. Candidates should have a Bachelor's in Mechanical Engineering and 7+ years in a relevant customer service role. Excellent English communication skills are required, with preference for SEA languages. This position focuses on customer satisfaction, safety, and operational reliability.

Qualifications

• 7+ years of experience in a mid-level Customer Service role.
• Ability to work in a fast-paced environment.
• Proficiency in communicating in English; SEA languages a plus.

Responsibilities

• Manage field service interventions and planning.
• Ensure accurate data entry in accordance with policies.
• Develop capabilities of the Field Engineering team.

Skills

Leadership

Problem-solving

Communication in English

Education

Bachelor's Degree in Mechanical Engineering

Job description

Field Engineering Expert (Service Manager) Selangor, Malaysia

Executive recruitment company Monroe Consulting Group's Industrial Division is recruiting on behalf of a well-established multinational company in the machinery and equipment manufacturing for processing wood, stone, and glass.

Job summary:

• The winning candidate is part of the Customer Care function and reports hierarchically to the Customer Care Director. At a mid-senior level of experience, the Field Engineering Expert is responsible to ensure optimal operation and reliability of industrial installations at client sites through proactive maintenance, efficient troubleshooting, and continuous improvement, while prioritizing safety, client satisfaction, and adherence to industry standards, complying with corporate and local government.

Job description:

• Manage field service interventions, including the planning and execution of repairs and maintenance activities.
• Ensure accurate and timely data entry (e.g., Work Orders, case records) in accordance with the organization's policies.
• Develop the capabilities and competencies of the Field Engineering team, ensuring they can operate autonomously with respect to the installed machine base.
• Maximize customer machine uptime and improve the effectiveness of troubleshooting and repair processes.
• Drive business development initiatives for after-sales services to secure sustainable revenue streams that meet profitability targets set by management.
• Ensure employee safety by adhering to corporate policies and complying with local government laws and regulations.
• Collaborate with the Logistics & Installation team and relevant colleagues to optimize the utilization of Field Engineering, balancing workloads to enhance the overall Customer Care function.
• General Scope Allocation:
  • Field service planning and execution (including timely updates of the scheduling board): 10% 15%.
  • Field service delivery: 20%.
  • Business development activities: 20%.
  • Technical support, including hotline support as needed, delegation of tasks, training and upskilling of Field Engineering, and general management of service activities (e.g., installation coordination, spare parts support): 45%-50%.

Job Requirements:

• Bachelor's Degree in Mechanical Engineering or a related field.
• Minimum 7+ years of experience in a mid-level Customer Service role, especially with wood, glass and stone machining solutions.
• Required language(s): Excellent communication skill in English; proficiency in SEA languages is a plus.
• Proven leadership expertise, proficient in team building, motivation, and conflict resolution to drive team performance and delivery.
• Ability to excel in a fast-paced, constantly changing environment.
• Capability to handle complex and challenging situations, with strong problem-solving and decision-making ability