Head of Service Operations

VAT Group AG; Batu Kawan; On-site; MYR 300,000 - 540,000; Full time

Job summary

VAT Group AG seeks an experienced senior leader to drive global service operations strategy and expansion. You will shape a network of Service Centers, align processes with global standards, and partner with VAT Operations to ensure best practices and quality across the organization.

Lead cross-functional teams, upgrade centers with modern tech, and develop training programs while continually expanding the service portfolio for customers worldwide.

Qualifications

• 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.

Responsibilities

• Define the service operations strategy to develop 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.
• Identify adjacent service offerings / fields to expand the portfolio.
• Upgrade local service centers strategically in terms of technology and processes to increase efficiency.
• Form a global service center network to create and use synergies, define global standards and leverage best practices.
• Interface to VAT Operations to define and implement best practices and ensure identical quality standards.
• Handle warranty cases, prepare recalls and updates.
• Define global warehouse strategy and manage global inventory for GSE.
• Roll out repair and documentation procedures globally.
• Meet customers to understand requirements, pain points and needs.
• Manage seven local service centers daily in alignment with GMs.
• Develop local Field Service Engineering Teams per customer requirements.
• Investment planning based on development plan per Service Center.
• Implement and optimize Service Center Software to increase efficiency and speed.
• Manage Inside Sales team including pricing of catalogue products and consulting on spare parts usability.
• Develop and roll out product and process trainings for Service Center Staff.

Skills

Global operations management

Operations strategy

Leadership

Business development

Process optimization

Stakeholder management

Project management

Customer relations

Tools

Service Center Software

Job description

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
• 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