Service Manager

Anker Innovations; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Job summary

Anker Innovations is seeking a Service Manager in Malaysia to lead after-sales operations, shaping service strategy and ensuring top-notch service quality. The role emphasizes cost optimization, supplier coordination, and cross-functional collaboration to support sales targets and market expansion.

You will oversee RMA, NPS, and reverse logistics, work with service providers, and drive continuous improvements while ensuring excellent customer experiences.

Qualifications

• 3+ years of after-sales service work experience.
• Bachelor's degree or above in management, science, engineering, or related fields.
• Experience in after-sales service supplier management / toB service management.
• Strong customer service awareness and excellent communication skills.
• Good planning and organizational skills; able to manage multiple tasks.

Responsibilities

• Formulate and implement local service strategies and processes.
• Monitor service operations including RMA, NPS, and repair quality.
• Oversee return and refund processes and reverse logistics.
• Analyze service events, propose improvements, and drive cross-functional collaboration.
• Coordinate service providers and spare parts for complex cases.
• Gather local market insights to guide business decisions.
• Handle escalated cases to protect brand image.

Skills

After-sales service

Customer service mindset

Excellent communication

Planning and organization

Multitasking

Education

Bachelor's degree in management/science/engineering

Job description

We are seeking a Service Manager to lead our after-sales service operations in Malaysia. This role will be responsible for formulating and implementing service strategy, managing service operations, and driving service quality and cost optimization to support our sales targets and market expansion.

What You'll Do

• Formulate and implement service strategic plans at the local level — service systems, outlets, strategies, policies, and processes
• Daily monitoring and management of service operations — RMA, NPS, star ratings, offline repair quality — accountable for service delivery quality
• Daily monitoring and management of return & refund processes, ensuring smooth reverse logistics
• Analyze service events to identify root causes, propose process/system improvements, and drive cross-functional collaboration
• Manage service providers/agent teams — coordinate resources for complex complaint handling, spare parts, processes, and system support
• Gather competitor and local after-sales industry insights to guide business decisions
• Timely handle SC and escalated cases, reduce risks, and safeguard company interests and brand image

What We’re Looking For

• 3+ years of after-sales service work experience
• Bachelor's degree or above — management, science/engineering, or related fields preferred
• Experience in after-sales service supplier management / toB service management
• Strong customer service awareness and excellent communication skills
• Good planning and organizational skills — results-oriented, able to manage multiple tasks
• Fluent Bahasa Malaysia and English; Mandarin is a plus