Senior Service Operation Executive

KHIND Malaysia; Shah Alam; On-site; MYR 42,000 - 62,000; Full time

Job summary

KHIND Malaysia is seeking a highly organized Senior Service Operations Executive to oversee daily service operations, schedule work, and optimize field technician productivity. You will ensure strong customer service standards while driving operational excellence and coordinating with cross-functional teams.

Responsibilities include route optimization, performance monitoring, SOP compliance, and continuous improvement initiatives.

Qualifications

• Diploma or Bachelor's Degree in Business Administration, Operations Management, Engineering, or related.
• 3–5 years of experience in Service Operations, Customer Service Operations, Field Service Coordination, or Operations Management.
• Experience leading or coordinating a service team or field technicians is highly preferred.
• Strong planning, scheduling, and organizational skills with attention to detail.
• Excellent problem-solving and independent work ability in a fast-paced environment.
• Strong interpersonal and communication skills across departments.

Responsibilities

• Coordinate and manage daily service operations, including work order processing and technician job assignments.
• Plan, schedule, and optimize service routes to maximize field productivity and reduce turnaround time.
• Monitor service job progress and ensure accurate, timely completion of records and documentation.
• Serve as the primary contact for customer enquiries, complaints, and service-related issues with prompt resolution.
• Collaborate with internal departments to ensure smooth service execution and customer satisfaction.
• Support the Service Manager in monitoring team performance, workload distribution, and efficiency.
• Ensure compliance with SOPs, quality standards, and governance policies.
• Identify opportunities to streamline workflows and enhance productivity.
• Prepare operational reports and analyze performance metrics for improvement initiatives.
• Handle escalated issues independently to minimize service disruptions.
• Perform any other duties or projects assigned by management.

Skills

Scheduling

Operational planning

Team coordination

Customer service

MS Office

Education

Bachelor's or Diploma in Business Admin / Ops Management / Engineering

Tools

ERP systems

Service management software

Job description

We are looking for a highly organized and proactive Senior Service Operations Executive to oversee the daily coordination of our service operations. This role is responsible for ensuring efficient service scheduling, optimizing field technician productivity, maintaining excellent customer service standards, and driving operational excellence.

You will work closely with cross-functional teams to ensure service requests are executed efficiently while continuously improving operational processes and team performance.

Key Responsibilities:

• Coordinate and manage daily service operations, including work order processing and technician job assignments.
• Plan, schedule, and optimize service routes to maximize field productivity and improve customer turnaround time.
• Monitor service job progress and ensure accurate, timely completion of service records and documentation.
• Act as the primary point of contact for customer enquiries, complaints, and service-related issues, ensuring prompt resolution.
• Collaborate closely with internal departments to ensure smooth service execution and customer satisfaction.
• Support the Service Manager in monitoring team performance, workload distribution, and operational efficiency.
• Ensure compliance with company Standard Operating Procedures (SOPs), quality standards, and corporate governance policies.
• Identify opportunities to streamline workflows, improve service processes, and enhance operational productivity.
• Prepare operational reports, analyze service performance metrics, and recommend continuous improvement initiatives.
• Handle escalated operational issues independently and make sound decisions to minimize service disruptions.
• Perform any other duties or projects assigned by management.

Requirements:

• Diploma or Bachelor's Degree in Business Administration, Operations Management, Engineering, or a related discipline.
• Minimum 3–5 years of experience in Service Operations, Customer Service Operations, Field Service Coordination, or Operations Management.
• Experience leading or coordinating a service team or field technicians is highly preferred.
• Strong planning, scheduling, and organizational skills with excellent attention to detail.
• Excellent problem-solving skills and the ability to work independently in a fast-paced environment.
• Strong interpersonal and communication skills with the ability to collaborate across departments.
• Proficient in Microsoft Office applications (Excel, Word, Outlook). Experience with ERP or Service Management Systems is an added advantage.
• Customer-focused mindset with the ability to manage multiple priorities effectively.