Head of Service Operations

BTI Executive Search; Selangor; On-site; MYR 250,000 - 300,000; Full time

Job summary

A leading company in the heavy machinery industry seeks a Head of Operations to oversee and optimise operations functions. The role involves strategic leadership, operational excellence, and innovation in refurbishment processes to enhance productivity and customer satisfaction. The ideal candidate will have over 10 years of progressive leadership experience and a strong background in operations management.

Qualifications

• Minimum of 10-15 years in operations management.
• Experience in the heavy machinery, construction, or industrial equipment sector.
• Proven track record in managing large, cross-functional teams.

Responsibilities

• Develop an operations strategy that aligns with commercial goals.
• Monitor operational KPIs and implement corrective actions.
• Oversee service and maintenance teams for quality delivery.

Skills

Analytical Skills

Operational Expertise

Leadership

Collaboration

Education

Bachelor's degree in Operations Management, Engineering, Supply Chain, or related field

MBA or equivalent advanced degree

Job description

Position Summary

As the Head of Operations, you will oversee and optimise the Operations functions within the organisation, including the Service and Support Team, Supply Chain/ Team, Refurbishment & Production/Assembly Team. You will be responsible for ensuring operational excellence, directly contributing to a superior customer experience, thus driving satisfaction and loyalty. This role requires a strategic leader with strong analytical skills, operational expertise, and a deep understanding of the heavy machinery industry.

Key Responsibilities

• Develop and implement an integrated operations strategy that aligns with the company’s commercial goals and customer expectations.

• Set clear performance objectives, KPIs, and benchmarks for each operational department. Monitor operational KPIs (e.g., service quality, efficiency, first time fix rates, lead times, inventory accuracy) and implement corrective actions as needed.

• Oversee the service and maintenance teams to ensure timely and quality delivery of equipment servicing, repairs, and customer support.

• Identify initiatives to reduce downtime and enhance the overall reliability of equipment.

• Support development of strategies to streamline warehouse operations and optimise inventory management to minimising lead times and costs.

• Oversee the supply chain and logistics operations to ensure timely distribution of parts and machinery. & logistics networks,

• Ensure adherence to performance and strict safety standards required for the high-quality reconditioning of used equipment.

• Drive innovation in refurbishment processes, adopting new techniques and tools to increase output and quality.

• Ensure the efficient assembly of new machinery, meeting production schedules and quality standards.

• Optimise production workflows, reduce bottlenecks, and implement lean manufacturing practices to increase productivity.

• Work closely with engineering and product development teams to address technical challenges in production.

• Identify opportunities for process optimisation, cost reduction, and increased efficiency across the entire operations value chain, including implementation of integrated systems & workflows that enhance cross functional coordination.

• Foster a culture of collaboration and communication across all operational teams, breaking down silos to ensure seamless processes.

Qualifications and Experience

• Education: Bachelor's degree in Operations Management, Engineering, Supply Chain, or related field. MBA or equivalent advanced degree preferred.

• Experience:

o Minimum of 10-15 years of progressive leadership experience in operations management, preferably in the heavy machinery, construction, or industrial equipment sector.

o Proven track record in managing large, cross-functional teams, including service, supply chain, refurbishment, and production teams.