Head of Service/Aftersales (Retail/Electronics)

MVC Resources; Shah Alam; On-site; MYR 180,000 - 280,000; Full time

Job summary

Zohorecruit in Shah Alam is seeking a Head of Service/Aftersales (Retail/Electronics) to oversee daily repair operations, allocate work to technicians, and ensure timely completion of service requests.

The role leads the technical team, manages inventory and repair analytics, drives improvements, and collaborates with cross-functional teams to enhance customer satisfaction.

Qualifications

• Prior experience in repair services or technical service operations.
• Proven experience managing a technical support, repair, or service team.
• Experience leading cross-functional or geographically dispersed teams.

Responsibilities

• Oversee daily workflow and repair operations to ensure timely completion of service requests.
• Assign repair jobs to technicians based on strengths, experience, workload and complexity.
• Prioritise service schedules to meet turnaround times (TAT).
• Monitor progress and communicate updates to customers.
• Review diagnostic estimates for accuracy and timeliness.

Skills

Repair operations

Technical leadership

Cross-functional Collaboration

Inventory management

Process improvement

Job description

Head of Service/Aftersales (Retail/Electronics)

Shah Alam, Malaysia | Posted on 09/18/2026

• Oversee the daily workflow and repair operations to ensure efficient allocation and timely completion of service requests.
• Assign repair jobs to technicians based on individual technical strengths, experience, workload, and repair complexity.
• Prioritise daily and weekly service schedules to ensure all repairs are completed within the required turnaround time (TAT).
• Monitor repair progress, service completion, and outstanding jobs to ensure operational targets are consistently achieved.
• Review and prepare diagnostic estimates, ensuring accuracy and timely communication to customers.
• Contact customers regarding repair estimates, service updates, completion status, and other relevant matters.
• Handle customer escalations and resolve service-related conflicts while maintaining high levels of customer satisfaction.

Technical Team Leadership & Development

• Lead, coach, and motivate technicians to maintain high standards of technical performance and service quality.
• Identify technical capability gaps and create opportunities for knowledge sharing and cross-training among technicians.
• Foster a collaborative working environment where technicians can learn from one another and develop capabilities across different types of repairs.
• Balance team coaching and development with administrative and operational responsibilities.
• Conduct research and identify relevant technical training opportunities to continuously strengthen team capabilities.
• Manage supervisors or team leaders where applicable and provide guidance to ensure effective team performance.
• Support the management of home-based employees and ensure consistent productivity, communication, and service standards.

Inventory & Parts Management

• Monitor inventory levels and assess parts requirements to maintain appropriate stock availability.
• Balance parts inventory to minimise shortages, excess stock, and operational disruptions.
• Oversee service parts matching, identification, and cross-referencing to ensure the correct parts are available for repairs.
• Monitor repair-related inventory usage and identify opportunities to improve stock efficiency.
• Supervise computer rental inventory and ensure accurate tracking and maintenance of rental equipment.
• Oversee customer transactions relating to rental inventory and ensure accurate processing and documentation.

Repair Analysis & Reporting

• Analyse repair trends, service volumes, turnaround times, recurring technical issues, and other operational data.
• Prepare regular reports and provide insights to management on repair performance and emerging trends.
• Identify recurring repair issues and recommend improvements to enhance service efficiency and customer experience.
• Use repair data and operational insights to support resource planning, technician development, and workflow improvements.

Technical Room & Workflow Improvement

• Identify opportunities to improve the technical repair environment, workflow, tools, and processes.
• Implement initiatives to improve technician productivity, repair turnaround times, workplace organisation, and service quality.
• Continuously review operational workflows and inventory processes to identify opportunities for greater efficiency.
• Support vendor development and manage relationships with relevant suppliers and service providers.
• Coordinate procurement activities for repair parts, equipment, tools, and other technical requirements.
• Evaluate supplier performance, availability, quality, and cost to support efficient repair operations.
• Work with vendors to identify solutions for technical requirements and improve parts availability.

Cross-Functional Collaboration

• Work closely with Customer Service, Operations, Human Resources, Procurement, and other relevant teams to resolve operational and employee-related matters.
• Collaborate with cross-functional and cross-site teams to ensure consistent service standards and operational practices.
• Partner with Human Resources on employee management, performance, development, and other people-related matters.
• Drive initiatives that create meaningful improvements to the customer experience.

Experience & Background

• Prior experience in repair services, technical service operations, or a similar environment , preferably within the last 10 years.
• Proven experience managing a technical support, repair, or service team , ideally within a contact centre or customer service environment.
• Experience managing cross-functional and/or geographically dispersed teams.
• Experience managing managers, supervisors, or team leaders is highly preferred.
• Experience managing home-based or remote employees would be an advantage.
• Experience working with Human Resources on employee management, performance, and development matters.

Technical & Operational Skills

• Strong technical knowledge and aptitude, with the ability to understand and support different types of repair activities.
• Strong understanding of repair workflows, diagnostics, service scheduling, parts management, and turnaround time (TAT) requirements.
• Ability to assign, track, and review diagnostic estimates and repair jobs.
• Strong inventory management and service parts matching/cross-referencing capabilities.
• Good understanding of technical training and capability development.

Leadership & Personal Attributes

• Strong people leadership and motivational skills, with the ability to build a collaborative and high-performing technical team.
• Excellent coaching and development capabilities, balanced with strong administrative and operational discipline.
• Excellent written and verbal communication skills.
• Strong organizational and time management skills with the ability to manage multiple priorities.
• Customer-focused mindset with a genuine commitment to improving customer satisfaction and service outcomes.
• Strong problem-solving and conflict-resolution skills.
• Ability to work effectively under pressure while maintaining service quality and turnaround-time commitments.
• Proactive, hands-on, and improvement-oriented approach to operational management.