Head Of Service

Monroe Consulting Group; Shah Alam; On-site; MYR 150,000 - 250,000; Full time

Job summary

A leading multinational electrical appliance manufacturer seeks a Head of Service to manage and enhance their after-sales service ecosystem. This role involves overseeing field service teams, customer care operations, and implementing service protocols to drive customer satisfaction and efficiency. Candidates should possess significant experience in service operations and excellent leadership skills, ensuring alignment with corporate goals.

Qualifications

• 8-12 years experience in customer service/after-sales in home appliances sector.
• Proven experience in managing large teams and third-party networks.
• Ability to manage complex operations in a fast-paced environment.

Responsibilities

• Lead and manage nationwide field service teams for quality service delivery.
• Monitor key service KPIs like customer satisfaction and turnaround time.
• Implement standardized service protocols and quality controls.

Skills

Customer-centric mindset

Strong analytical skills

Leadership capabilities

Effective communication

Problem-solving skills

Education

Bachelor's Degree in Engineering, Business Administration, Supply Chain, or a related field

MBA

Tools

CRM systems

Field service management tools

Job description

Executive recruitment company Monroe Consulting Group Malaysia is recruiting on behalf of a renowned Multinational Home Electrical Appliance manufacturer for a Head of Service position. As our distinguished client's business is expanding, our client is looking for an ambitious and experienced Head of Service to lead and manage the entire after-sales service ecosystem, including field service operations, customer call centers, and spare parts management for home appliances. This role ensures the delivery of a seamless customer service experience, enhances customer satisfaction, and drives operational efficiency in alignment with the brand's service standards and business objectives.

Job Responsibilities:

• Lead and manage nationwide field service teams (in-house and third-party) to ensure timely and quality service delivery.
• Implement standardized service protocols and quality controls for installation, repair, and maintenance of home appliances.
• Monitor key service KPIs such as first-time fix rate, turnaround time (TAT), customer satisfaction (CSAT), and Net Promoter Score (NPS).
• Oversee daily operations of the customer care/contact center, including inbound/outbound call handling, complaints management, and technical support.
• Ensure customer queries and complaints are handled efficiently, empathetically, and within agreed SLAs.
• Implement customer feedback loops and use insights to improve service offerings.
• Develop and manage the spare parts supply chain - forecasting, procurement, inventory, pricing, and distribution.
• Optimize parts availability to support service teams and minimize service delays.
• Collaborate with regional or global parts hubs for effective replenishment planning.
• Formulate and execute the national service strategy aligned with corporate goals and market dynamics.
• Set clear performance targets for teams and monitor against KPIs and SLAs.
• Drive cost optimization, process improvements, and digital transformation initiatives (e.g., CRM, FSM tools, automation).
• Build and mentor high-performing service teams, including field technicians, call center agents, and back-office support staff.
• Foster a customer-first culture and ensure ongoing technical and soft skills training.
• Manage service partner performance and compliance with company standards.
• Work closely with Sales, Marketing, Product, and Logistics teams to align customer service with business objectives.
• Provide service feedback to influence product quality, design improvements, and warranty strategies.

Job Requirements:

• Bachelor's Degree in Engineering, Business Administration, Supply Chain, or a related field. MBA is a plus.
• 8-12 years of experience in customer service/after-sales operations in the consumer electronics or home appliances sector, with at least 5 years in a leadership role.
• Proven experience managing large teams and third-party service networks.
• Strong knowledge of service operations, CRM systems, field service management tools, and spare parts logistics.
• Customer-centric mindset with a passion for service excellence.
• Strong analytical and problem-solving skills.
• Excellent leadership and team management capabilities.
• Effective communication and interpersonal skills.
• Ability to manage complex operations in a fast-paced environment.