Service Manager

Monroe Consulting Group; Malaysia; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading recruitment agency is seeking a highly motivated Service Manager to oversee operational teams responsible for timely repairs and maintenance of trucks. The successful candidate will lead service engineers, ensure compliance with quality standards, and manage long-term customer relationships. Required skills include a comprehensive understanding of service processes and proficient use of IT-systems such as SAP and MS Office. This role demands strong leadership and negotiation skills to enhance productivity and maintain service contracts.

Qualifications

• Full knowledge of the service process.
• Understanding of service process knowledge fully.
• Customer service oriented with industry knowledge.

Responsibilities

• Lead service engineers with technical and disciplinary management.
• Ensure repair and maintenance of trucks is done timely.
• Accountable for managing profitability of Full Services contracts.

Skills

Knowledge of service process

Proficient use of IT-systems

Communication skills

Motivational skills

Negotiation skills

Tools

SAP

MS Office

Job description

Service Manager

Executive recruitment company Monroe Consulting Group is recruiting on behalf of an organization that provides forklifts, warehouse automation, and after‑sales services, emphasizing sustainability and innovation. Our respected client is seeking a highly motivated and professional individual for the role of Service Manager who controls and oversees the economic optimisation of the delivery of sold services while taking into account the productivity and quality of service engineers.

Job summary

The personnel shall lead the operational team to ensure repair and maintenance of trucks is done timely and is the escalation point of contact to the customer for commercial and operational topics.

Key Responsibilities

• Lead service engineers - technical and disciplinary management, support and assessment of the service engineers
• Safeguarding of the required quality of work and occupational safety as well as compliance with process standards
• Optimisation of the utilisation and productivity of the service engineers
• Support and advising of customers to ensure long‑term customer retention and satisfaction
• Complaints and warranty matters for mobile After Sales
• Following up on AR under dispute due to operational issues
• Keep track of KPI, turnover and profitability of the assigned team
• Responsible for any escalation from customers caused by maintenance or repair
• Accountable in managing the profitability of Full Services contracts and maintaining the Turnover for services performed.

Additional tasks

• Resource management with HOD and HR department
• Set KPI targets for team members

Preferred Skills

• Products + Services:
  • Full Knowledge of the service process
  • Understanding of the service process knowledge fully
  • Understanding of our AS service products
  • Understanding of our JH truck portfolio
  • Tools & diagnostics
• IT:
  • Knowledge and proficient use of IT‑systems within the area of responsibility
  • SAP knowledge
  • MS Office knowledge
• Personal skills:
  • Commercial + administrative
  • Analysis + structure
  • Organisational + Leading skills
  • Motivational skills
  • Resilience
  • Communication skills
  • Know how to handle technician
  • Negotiation skill and techniques
  • Customer service oriented with industry knowledge