Head of Customer Service Hub, Malaysia

Siemens; Kuala Lumpur; Hybrid; MYR 300,000 - 500,000; Full time

Benefits offered by this job

Hybrid/Remote options

Health insurance

Learning opportunities

Inclusive culture

Job summary

Siemens Malaysia is seeking a Head of Customer Service Hub to lead the nationwide Data Centre Service organization, delivering world‑class support, SLA compliance, and sustainable growth across contracts and lifecycle services.

You will guide Service Engineers, Field Teams, Project Engineers, Service Sales, Partners and Vendors to ensure 24/7 operations, safety and quality, while driving profitability and customer satisfaction.

Qualifications

• 15+ years in service management with 8+ years leading large teams.
• Degree in Electrical/Power/Automation Engineering; MBA is a plus.
• Experience in Data Centre infrastructure and 24/7 SLA-based contracts.
• Strong leadership, change management and customer relationships.

Responsibilities

• Lead nationwide Data Centre Service Hub operations.
• Ensure 24/7 service performance and SLA adherence.
• Drive service sales and lifecycle modernization opportunities.
• Develop high-performing teams and vendor relationships.

Skills

Service leadership

SLA management

Cross-functional leadership

Electrical engineering base

Data centre service

Education

Electrical/Power/Automation Eng degree

MBA (advantage)

Tools

SCADA

Power monitoring

Remote monitoring

Job description

The Head of Customer Service Hub, Malaysia will be responsible for leading Siemens' nationwide Data Centre Service organization, ensuring operational excellence, customer satisfaction, profitability, and sustainable growth across service contracts and lifecycle services.

The position leads a multidisciplinary organization comprising Service Engineers, Field Service Teams, Project Engineers, Service Sales, Service Partners, and Vendors to deliver world‑class support for mission‑critical Data Centre customers. The role is accountable for ensuring service delivery performance in accordance with committed Service Level Agreements (SLAs), including 24/7 support operations, emergency response services, preventive maintenance programs, technical support, modernization projects, and lifecycle management.

The successful candidate will drive business growth through Service Level Agreement (SLA) sales, service portfolio expansion, aftermarket business development, and long‑term customer relationship management across Data Centres and other key vertical industries.

You’ll make a difference by

• Leading the Malaysia Data Centre Service Hub by overseeing nationwide service operations for mission‑critical customers, ensuring high standards of safety, quality, responsiveness, and customer satisfaction.
• Delivering reliable 24/7 service performance by managing service level commitments, emergency response, escalation processes, business continuity plans, and key service performance measures.
• Driving technical excellence across electrical service portfolios by guiding teams on medium voltage, low voltage, protection and automation, power monitoring, digitalization, lifecycle, and modernization solutions
• Managing field service and project execution by ensuring safe delivery of maintenance, commissioning, retrofit, troubleshooting, modernization, workforce planning, site mobilization, and project outcomes across multiple customer locations.
• Growing the service business by leading service sales, expanding service contracts, developing lifecycle and modernization opportunities, strengthening customer relationships, and identifying new market opportunities.
• Building a high‑performing service organization by leading managers, engineers, field service teams, sales teams, partners, and vendors while driving profitability, capability development, succession planning, and operational productivity.

Your defining qualities

• Extensive service leadership experience with at least 15 years in service management, customer service operations, or service business leadership, including at least 8 years leading large service organizations.
• Strong engineering foundation with a degree in Electrical Engineering, Power Engineering, Automation Engineering, or a related discipline; an MBA would be an added advantage.
• Proven experience in mission‑critical environments including Data Centre infrastructure, nationwide multi‑site service operations, 24/7 support models, and SLA‑based service contracts.
• Solid technical knowledge of power and automation systems covering medium voltage switchgear, low voltage distribution, protection relays, SCADA, power quality, electrical asset management, and digital service or remote monitoring platforms.
• Commercial and financial leadership capability with experience in service business growth, customer relationship management, contract negotiation, sales leadership, budgeting, forecasting, and P&L ownership.
• Confident people and stakeholder leadership with the ability to lead cross‑functional teams, manage change, build strong customer relationships, make sound decisions under pressure, and foster a collaborative, customer‑focused, safety‑led culture.

What We Offer

• Flexibility: Inclusive and flexible working environment with hybrid and remote options.
• Welfare: Comprehensive welfare programs and health insurance extendable to your family; professional accident insurance.
• Growth opportunities: Continuous and individual learning journeys.
• Inclusive culture: A team culture where you can be yourself.

Recruitment Process

• CV Screening
• Talk with our recruiter to get to know your motivation & your experience
• 1-3 Business Interviews
• Offer

Come join us, and #TransformTheEveryday through technology!

Siemens is an equal opportunity employer, offering a safe and inclusive work environment, based on mutual respect and the appreciation of uniqueness, guaranteeing equal employment opportunities to all qualified candidates to unleash their full potential.

Public Notice: Recruitment Fraud

We wish to caution jobseekers that Siemens, as a policy, does not authorize external parties/agents to conduct employment drives or extend Offers of Employment on our behalf. We do not ask for bank details, payment of any kind nor personal financial information in return for assurance of employment.