Service Manager

Delta Electronics Int'l (Singapore) Pte Ltd; Petaling Jaya; On-site; MYR 180,000 - 300,000; Full time

Job summary

Delta Electronics Solutions seeks an experienced Service Manager to lead after-sales service operations across Malaysia, including nationwide management of maintenance contracts, customer support, and field teams. You will own service performance, drive profitability, and ensure high customer satisfaction.

The role requires leadership of the Service Lead and field teams, strong contract management, and a focus on safety, quality, and SLAs across power, cooling, and data center systems.

Qualifications

• Bachelor's Degree in Electrical Engineering, Mechanical Engineering, Electronics Engineering, or a related discipline.
• 8+ years of experience in service, maintenance, project delivery, or technical support within critical infrastructure industries.
• 3+ years of leadership experience managing service teams.
• Experience supporting data centers, critical power systems, cooling systems, UPS, electrical infrastructure, or related industries.
• Strong customer-facing and service contract management experience.
• Strong leadership and people management skills.
• Excellent customer relationship and stakeholder management abilities.
• Strong commercial acumen with experience managing service profitability and operational performance.
• Good problem-solving and incident management capabilities.

Responsibilities

• Lead and manage nationwide service operations, primarily supporting customers in Kuala Lumpur and Johor Bahru.
• Ensure delivery of preventive maintenance, corrective maintenance, troubleshooting, commissioning support, and emergency service response.
• Drive service quality, customer satisfaction, and compliance with SLAs.
• Manage service schedules, manpower planning, resource allocation, and service reporting.
• Lead, coach, and develop the Service Lead and field service team.
• Foster a strong safety culture and ensure compliance with HSE requirements.

Skills

Leadership

Customer relations

Contract management

Service profitability

Incident management

Stakeholder management

Safety and HSE

Education

Bachelor's Degree in Electrical/Mechanical/Electronics Engineering

Job description

Delta Electronics Solutions is seeking an experienced Service Manager to lead and manage our after-sales service operations across Malaysia.

The role is responsible for overseeing service delivery, maintenance contracts, customer support, team leadership, spare parts management, and overall service business performance for critical infrastructure solutions including power, cooling, and data center systems.

The successful candidate will be the key escalation point for customers and will lead the service organization to ensure high customer satisfaction, operational excellence, and profitable business growth.

Key Responsibilities

Service Operations Management

Lead and manage nationwide service operations, primarily supporting customers in Kuala Lumpur and Johor Bahru.

Ensure effective delivery of preventive maintenance, corrective maintenance, troubleshooting, commissioning support, and emergency service response.

Drive service quality, customer satisfaction, and compliance with contractual service level agreements (SLAs).

Manage service schedules, manpower planning, resource allocation, and service reporting.

Lead, coach, and develop the Service Lead and field service team.

Manage workforce planning, competency development, performance management, and succession planning.

Foster a strong safety culture and ensure compliance with company and customer HSE requirements.

Customer Relationship Management

Serve as the primary escalation point for all service-related customer issues.

Build and maintain strong relationships with key customers, consultants, contractors, and industry stakeholders.

Conduct regular customer reviews and support contract renewal activities.

Drive resolution of customer complaints, technical issues, and service performance concerns.

Business & Commercial Management

Own and be accountable for the Service P&L, including revenue growth, gross margin, operating expenses, resource utilization, forecasting, and overall business performance.

Support service sales activities, contract renewals, maintenance agreements, and business growth opportunities.

Monitor service KPIs and implement continuous improvement initiatives.

Spare Parts & RMA Management

Manage spare parts inventory strategy, stock availability, and critical parts planning.

Oversee warranty claims, RMA processes, and coordination with regional/global support teams.

Ensure timely availability of parts to support customer service commitments.

Technical & Service Excellence

Support technical troubleshooting, major incident management, and root cause investigations.

Drive continuous improvement of service processes, maintenance procedures, and operational efficiency.

Work closely with project, engineering, sales, supply chain, and regional technical support teams.

Requirements

Education

Bachelor's Degree in Electrical Engineering, Mechanical Engineering, Electronics Engineering, or a related discipline.

Experience

Minimum 8 years of experience in service, maintenance, project delivery, or technical support within critical infrastructure industries.

Minimum 3 years of leadership experience managing service teams.

Experience supporting data centers, critical power systems, cooling systems, UPS, electrical infrastructure, or related industries.

Strong customer-facing and service contract management experience.

Strong leadership and people management skills.

Excellent customer relationship and stakeholder management abilities.

Strong commercial acumen with experience managing service profitability and operational performance.

Good problem-solving and incident management capabilities.

Ability to work effectively in a fast-paced, customer-focused environment.

Preferred

Experience in Data Center, Critical Power, UPS, Cooling, Telecom, or Industrial Infrastructure industries.

Familiarity with RMA, warranty management, and spare parts planning.

Ability to communicate in Mandarin/Chinese will be an added advantage.

Why Join Us?

Lead a growing service organization supporting mission-critical infrastructure.

Opportunity to manage nationwide service operations and customer relationships.

Work with advanced power, cooling, and data center technologies across Malaysia.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a service manager?
• Which of the following types of qualifications do you have?
• How many years of people management experience do you have?
• Which of these industries have you worked in?
• Do you have Profit and Loss Management experience?
• Do you have SLA Management experience?
• How many years' experience do you have as a Maintenance Contract Manager?
• How many years' experience do you have as a regional manager?