Service Manager (Material Handling Industry)

Jungheinrich Malaysia; Shah Alam; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Health and wellness coverage

Flexi-benefit program

Professional development

Global organization

Job summary

Jungheinrich Malaysia is seeking a Service Manager to lead a team of Service Engineers and Technicians delivering repairs and maintenance for customers across Malaysia. You will manage operations, drive service quality, ensure safety, and sustain long-term customer relationships through regular site visits.

The role requires strong leadership, excellent communication, and a strategic mindset to optimize KPIs, profitability, and service contracts while upholding high standards of safety and

Qualifications

• Bachelor’s degree in Engineering or a related field.
• Proven leadership experience in service management within MHE.
• Strong technical aptitude with mechanical and electrical MHE experience is a plus.
• Exceptional interpersonal and communication skills for leadership.
• Proficiency in English for customer, team, and stakeholder communication.
• Ability to drive performance through KPIs and continuous improvement.
• Proficient in SAP and Microsoft Office; valid Class D Malaysia driving license.

Responsibilities

• Lead and manage a team of Service Engineers and Technicians, with technical and disciplinary oversight.
• Foster collaboration, learning, and high morale within the service team.
• Optimize utilization and productivity of service engineers for efficient operations.
• Ensure quality of work and safety, adhering to SLAs and standards.
• Develop a high-performing service structure ensuring consistent delivery.
• Act as main customer contact, manage negotiations, escalations, and warranty issues.
• Build long-term customer relationships via regular site visits and communications.
• Monitor KPIs, turnover, profitability, and manage Full Service Contracts.

Skills

Leadership

Team management

Communication

Data analysis

Safety compliance

MHE knowledge

SAP

MS Office

English proficiency

Education

Bachelor's degree in Engineering

Tools

SAP

Job description

At Jungheinrich, we are a global leader in material handling solutions, driven by our mission to deliver exceptional quality and customer satisfaction. We are seeking a dynamic Service Manager to join our team. In this pivotal role, you will lead, inspire, and manage a team of Service Technicians and Engineers, ensuring excellence in repairs and maintenance services for our valued customers.

Why Join Us?

• Comprehensive Health and Wellness Coverage, including a generous Flexi-Benefit program
• Investment in personal and professional development
• Opportunity to lead in a global organization shaping the future of logistics and supply chain management

What you'll be doing:

Leadership and Team Management:

• Lead and manage a team of Service Engineers and Technicians, providing technical and disciplinary oversight, support, and assessments.
• Cultivate a collaborative and supportive work environment to foster team cohesion, morale, and continuous learning.
• Optimize the utilization and productivity of service engineers to ensure efficient operations.
• Ensure the required quality of work and occupational safety, adhering to process standards and Service Level Agreements (SLAs).
• Develop and sustain a high-performing service team structure for consistent service delivery.
• Serve as the primary point of contact for customers, leading negotiations, resolving escalations, and addressing complaints and warranty matters promptly.
• Build and nurture long-term customer relationships through regular communication and site visits.

Performance and Financial Accountability:

• Monitor and track Key Performance Indicators (KPIs), turnover, and profitability for the assigned team.
• Manage the profitability of Full Service Contracts, ensuring optimal service delivery and financial performance.
• Follow up on accounts receivable under dispute due to operational issues, driving timely resolutions.
• Conduct regular team meetings to align goals, share best practices, and foster a culture of continuous improvement.
• Implement and monitor KPIs to drive performance, efficiency, and operational excellence.

What we look for:

• Bachelor’s degree in Engineering or a related field.
• Proven experience in a leadership role, preferably in a service management capacity within the Material Handling Equipment (MHE) sector.
• Strong technical aptitude, with experience in mechanical and electrical systems (MHE experience is a plus).
• Exceptional interpersonal and communication skills to effectively lead and motivate a diverse team.
• Proficiency in English, both written and verbal, is critical for effective communication with customers, team members, and stakeholders.
• Demonstrated ability to drive performance through the implementation of KPIs and continuous improvement initiatives.
• Proven track record of building and maintaining strong customer relationships with a focus on exceptional service delivery.
• Strategic thinker with the ability to analyze data and make informed decisions to drive business results.
• Proficiency in platforms such as SAP, Microsoft Office suite, and other relevant software applications.
• Commitment to safety standards and promoting a culture of safety.
• Possession of a valid Class D driving license in Malaysia, with access to a personal vehicle preferred for ease of commute to client sites.
• Highly organized, with excellent time management skills to handle multiple priorities in a fast-paced environment.

If you're passionate about service excellence, leading teams, and building lasting customer relationships,