Service Manager

GLORY; Kuala Lumpur; On-site; MYR 112,000 - 156,000; Full time

Job summary

GLORY, based in Malaysia, is seeking a Service Manager to lead the Malaysia service teams, including field services, maintenance and support functions. You will drive profitability, build strategic relationships, and ensure delivery excellence across operations and client engagements.

The role requires strong leadership, P&L responsibility, and a track record of optimizing processes in a fast-paced tech environment. Excellent Excel skills and knowledge of PowerBI are advantageous.

Qualifications

• Minimum 8 years’ hands-on field service operation management experience in Peninsular Malaysia.
• Current role involves profit and loss responsibilities.
• Advanced Excel skills essential; PowerBI is an added advantage.
• Proven track record in leading, motivating and mobilising teams.
• Strong analytical and problem-solving skills.
• Strong communication and interpersonal skills; ability to build relationships.
• Diplomacy, tact and poise under pressure when resolving customer issues.
• Able to multitask project management and case resolutions simultaneously.

Responsibilities

• Direct and coordinate day-to-day operations of field teams.
• Implement operational strategies and processes to boost efficiency.
• Set and monitor KPIs to ensure high-quality operations delivery.
• Oversee projects and ensure timely completion within budget and quality standards.
• Manage manufacturing, installation, commissioning and maintenance of machines.
• Oversee procurement and logistics from international vendors.
• Maintain relationships with clients and stakeholders to ensure satisfaction.

Skills

Advanced Excel

Team leadership

Stakeholder management

Analytical thinking

Communication skills

Multitasking

PowerBI (advantage)

Education

Bachelor’s degree in Business, Engineering or Operations Management

Job description

Department: Service - Service Management

Location: Malaysia/Kuala Lumpur

Compensation: RM10,000 - RM14,000 / month

DESCRIPTION

ROLE PURPOSE

The Service Manager is accountable for the successful delivery of service to our customers and the profitability of that service, and for building and sustaining relationships with strategic partners, customers and internal stakeholders (local, regional and global) in addition to the day-to-day management of the Malaysia service teams including technical field services, product maintenance, customer training and support functions.

Responsibilities

Key Responsibilities

Operations Leadership

• Direct and coordinate day-to-day functions of the operation and field teams.
• Implement operational strategies and processes to enhance efficiency and effectiveness.
• Set and monitor KPIs across the operations team to ensure high-quality operations delivery
• Effective execution of projects

Team Management:

• Ability to organise and coordinate team members to execute tasks against a common goal
• Promote team development and ensure a high level of competence and motivation.
• Effectively support, motivate and engage team

Project Execution and Oversight:

• Manage the manufacturing, installation, commissioning, and maintenance of machines
• Ensure projects adhere to timelines, budgets, and quality standards.

Supply Chain and Vendor Management:

• Oversee procurement, quality checks and logistics for parts and components from international vendors.
• Manage supply chain processes for seamless operations.

Maintenance and Quality Control:

• Implement maintenance schedules and protocols for ongoing projects.
• Enforce quality control measures and compliance with safety and environmental regulations.

Client and Stakeholder Engagement:

• Build and maintain relationships with clients and stakeholders.
• Ensure client satisfaction and address operational concerns.

Requirements

Skills, Knowledge & Expertise

• Minimum 8 years’ experience and current relevant hands-on field service operation management across Peninsular Malaysia in a fast-paced technology environment is a must.
• Current role includes profit and loss responsibilities.
• Advance Excel skills / experience is a must while PowerBI is added advantage.
• Proven track record in leading, motivating and mobilizing teams.
• Strong analytical and problem-solving skills.
• Strong communication and interpersonal skills. Proven experience building strong internal and external relationships to resolve issues and coordinate projects.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Comfortable to multitask project management and case resolutions at the same time.
• Bachelor’s degree in Business, Engineering or Operation Management.