Service Manager

ASK Headhunter; Shah Alam; On-site; MYR 100,000 - 150,000; Full time

Job summary

A recruitment agency is looking for a Service Operations Manager in Shah Alam, Malaysia. The role involves overseeing the service department's daily operations, ensuring high-quality service delivery, and leading a team of engineers. Ideal candidates should have a degree in Engineering, 5 years' experience in service delivery management, and good leadership skills. ITIL certification is preferred, emphasizing a proactive approach to maintaining customer satisfaction and operational efficiency.

Qualifications

• 5 years of hands-on working experience in service delivery management.
• Experience in managing customer expectations and ensuring satisfaction.
• Ability to manage multiple tasks and deadlines effectively.

Responsibilities

• Oversee daily operations of the service department.
• Proactively identify and rectify service delivery issues.
• Ensure timely and high-quality service delivery.

Skills

Leadership skills

Customer-focused communication

Problem-solving abilities

Proactive attitude

Education

Degree in Electrical/Electronic Engineering or related field

Tools

ITIL certification

ISO standards knowledge

Job description

Qualifications

• Candidate must possess a Degree in Electrical/Electronic Engineering, Telecommunication, or a related field.
• 5 years hand‑on working experience in service delivery management, experience in managing customer expectation and ensuring satisfaction and project management.
• Preferable with ITIL certification, and well versed in ISO standards.
• Excellent leadership skill, customer‑focused, communications skills & problem‑solving abilities.
• Proactive attitude, result oriented and ability to manage multiple tasks and deadlines effectively.

Responsibilities

Service Operations Management

• Oversee daily operations of the service department, ensuring efficiency and compliance with company standards.
• Proactively identify and rectify any service delivery issues and ensure overall service operations performance metrics are met.

Customer Support & Satisfaction

• Ensure timely and high‑quality service delivery, addressing customer inquiries and resolving issues effectively.
• Execute service level agreement and service maintenance contract effectively and ensure high level of customer satisfaction is achieved.

Team Leadership & Technical Expertise

• Lead, mentor, and develop a team of service engineers and/or technicians, fostering a culture of high performance and operational excellence.
• Stay updated on the company products, technologies, programs and processes to provide expert guidance to the team as well as customers.

Process Improvement

• Optimize and implement improvement plans including but not limited to service processes to enhance operational efficiency and customer experience.

Business Development

• Support the service business growth through a close collaboration with the sales teams by identifying new service opportunities, including enhancement of service capability (repair and calibration), creation of maintenance contracts, training programs and other support services.

Compliance & Reporting

• Ensure compliance with industry regulations, company policies and provide regular reports on service performance metrics to the management.