Head of Service Operations

VAT Group; Batu Kawan; On-site; MYR 250,000 - 450,000; Full time

Job summary

VAT Group, Batu Kawan, Malaysia, is seeking a senior leader to drive global service operations, optimize repair, field service, and spare parts strategy. You will coordinate across centers, ensure quality standards, and drive efficiency in the service network while interfacing with VAT Operations and Inside Sales.

The role requires 5+ years in global operations with a strong local mindset, ability to identify new service opportunities, and experience in scaling service organizations across

Qualifications

• 5+ years of global operations experience with a strong local mindset.
• Ability to identify new service opportunities across offerings.
• Proven track record in developing scalable service operations (centers and field service).
• Experience in managing international teams and cross-functional collaboration.

Responsibilities

• Define service operations strategy aligned with market demands and expand GSE repairs and field service.
• Identify adjacent service offerings to broaden the portfolio.
• Upgrade local service centers with technology and process improvements.
• Form a global service center network to share best practices and standards.
• Interfacing with VAT Operations to ensure consistent quality standards.
• Oversee warranty handling, recalls, and updates for product lines.
• Define global warehouse strategy and manage inventory for GSE.
• Roll out repair and documentation procedures globally.
• Engage with customers to understand requirements and pain points.
• Lead seven local service centers and develop Field Service teams.
• Plan investments based on Center development plans.
• Implement and optimize Service Center Software to improve efficiency.
• Lead Inside Sales pricing of catalogue products and spare parts usability.

Skills

Global operations management

Business development

Operations strategy

Leadership

Customer handling

Job description

About VAT Group

At VAT, we change the world with vacuum solutions. As the world’s leading supplier of high-performance vacuum valves, we have been driving innovation for more than 60 years. With over 3,200 employees worldwide, we operate from our headquarters in Haag, Switzerland, with manufacturing sites in Switzerland, Malaysia and Romania, as well as sales and service hubs around the world. We are guided by our passions: integrity, teamwork, customer centricity, and innovation – always working together as #oneVAT.

Location: Batu Kawan, MY Employment Type: Permanent

About VAT Group

At VAT, we change the world with vacuum solutions. As the world’s leading supplier of high-performance vacuum valves, we have been driving innovation for more than 60 years. With over 3,200 employees worldwide, we operate from our headquarters in Haag, Switzerland, with manufacturing sites in Switzerland, Malaysia and Romania, as well as sales and service hubs around the world. We are guided by our passions: integrity, teamwork, customer centricity, and innovation – always working together as #oneVAT.

Your Responsibilities Include, But Not Limited To

• Defining of the service operations strategy to develop the service operations according to market demands and to expand the strong position of GSE in repairs, field service support, adjacent service offerings and local customer consignment stocks


• Identifying of adjacent service offerings / fields (e.g. coating, cleaning) to further expand the offered portfolio


• Upgrading of the local service centers strategically in terms of technology and processes to increase efficiency


• Forming of a global service center network to create and use synergies, to define global standards and to lever best practices


• Interfacing to VAT Operations to jointly define and implement best practices and ensure to follow identical quality standards


• Handling of warranty cases (enabling of Service Centers to create Failure Analysis reports), preparation of product recalls and updates


• Defining of the global warehouse strategy and management of the global inventory for GSE


• Defining and roll-out of repair and documentation procedures globally


• Meeting customers to understand requirements, pain points and needs


• Managing of the seven local service centers on a day2day-base in alignment with the GMs


• Managing and development of the local Field Service Engineering Teams according to customer requirements


• Investment planning based on development plan per Service Center


• Implementing and optimizing of the Service Center Software to further increase efficiency and speed


• Managing of the Inside Sales team, which includes pricing of catalogue products & consulting on spare parts usability in Inside Sales


• Developing and constant rollout of product and process trainings for the Service Center Staff

Minimum Qualification

• 5+ years of experience in global operations management with strong local mindsets


• Business development acumen to identify new service opportunities


• Deep understanding of operations strategy and development


• Creation of scalable service operations (Service Centers and Field Service)


• Strong understanding of assembly and testing technology to update the Service Center equipment constantly


• Experience in handling customers


• Strong understanding of “how” to define operational processes and standards


• Experience in management global organizations with strong local mindset

Preferred Qualification

• Ability to create global long-term plans and cascade them into local action plans


• Strong understanding of how to set up and develop scalable organizations


• Strong technical understanding with good business development acumen


• Ability to think in processes from an end-to-end perspective (logistics, decon, part supply, execution, EOL-testing, documentation etc.)


• Visionary understanding of Field Service organizations and their strategic role in the customer lifecycle


• Inspiring personality to form a motivated and aligned global network that constantly improves efficiency


• Ability to handle complex and stressful situations


• Management of international teams

Our commitment to inclusion, fairness and equal opportunities

We believe in meaningful careers, continuous learning, and equal opportunities for everyone to drive our innovation and success. We welcome applicants from all backgrounds and are dedicated to fostering an inclusive and respectful workplace. If you have concerns, our compliance channel is available at our website. All reports are handled with strict confidentiality and in accordance with our Code of Conduct.