Head of Service Operations

Arçelik Hitachi Home Appliances; Bandar Baru Bangi; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading multinational home appliance manufacturer is seeking a Head of Service Operations to lead customer service operations, ensuring efficient order fulfillment and high customer satisfaction. The role requires a minimum of 5 years in customer service, preferably in the consumer electrical/appliance industry, along with strong analytical and problem-solving skills. Proficiency in ERP systems and a diploma or degree in a related field are required. This role is crucial for maintaining service quality and managing service networks in Malaysia.

Qualifications

• Minimum 5 years’ experience in customer service, preferably in consumer electrical/appliance industry.
• Strong understanding of import processes and logistics operations.
• Knowledge of spare parts management and inventory control.

Responsibilities

• Lead and manage end-to-end service operations across call centers and service centers.
• Ensure timely, high-quality repair and after-sales services.
• Develop and enforce service policies and operational standards.

Skills

Customer service excellence

Analytical skills

Problem-solving abilities

Communication skills

Education

Diploma / Degree in Business or related field

Tools

ERP systems (SAP HANA preferred)

MS Excel

Job description

Arcelik A.S. and Hitachi Global Life Solutions, Inc to manufacture, sell and provide after-sales services of Hitachi branded home appliances including refrigerators, washing machines, vacuum cleaners globally (outside of the Japanese market). Arcelik (a multinational household appliances manufacturer that employs over 50,000 people worldwide and operates in 57 countries, and 45 production facilities with 22 brands such as Beko and Grundig) acquired 60% ownership in the new company while Hitachi Global Life Solutions, Inc., continues as a 40% shareholder of the company.

We are looking for a passionate lead to join Arcelik Hitachi Home Appliances Malaysia Sdn. Bhd. The Head of Service Operations is responsible for leading customer service operations to ensure efficient order fulfillment, optimal inventory management, and high customer satisfaction.

Key Responsibilities:

• Lead and manage end-to-end service operations across call centers, service centers, field service, and dealers.
• Ensure timely, high-quality repair, maintenance, installation, and after-sales services.
• Develop and enforce service policies, SOPs, and operational standards.
• Handle escalated technical issues and customer complaints promptly and professionally.
• Drive customer experience excellence and monitor KPIs such as CSAT/NPS, first-time fix rate, turnaround time, and repeat repair rate.
• Manage and optimize the service network, including authorized service centers, technicians, and vendor partners.
• Lead, mentor, and develop the customer care and service operations team, fostering a customer-focused culture.
• Ensure compliance with company policies, safety standards, product warranties, and regulatory requirements.

Requirements:

• Minimum Diploma / Degree in Business, Customer Service, or related field
• Minimum 5 years’ experience in customer service, preferably in consumer electrical / appliance industry.
• Hands-on exposure to service centers, call centers, field service teams, or dealer networks.
• Strong understanding of import processes, logistics operations, and warehouse management.
• Proficient in ERP systems (SAP HANA preferred) and MS Excel.
• Good analytical skills, problem-solving abilities, and attention to detail.
• Strong communication and negotiation skills with proven supplier management experience.
• Knowledge of spare parts management, service logistics, and inventory control.
• Ability to work in a fast-paced environment and manage multiple priorities.