Southeast Asia Regional After- Sales Service Manager

SHENLING ENVIRONMENTAL SYSTEMS (MALAYSIA) SDN. BHD.; Johor; On-site; MYR 180,000 - 300,000; Full time

Job summary

SHENLING ENVIRONMENTAL SYSTEMS (MALAYSIA) SDN. BHD. is seeking a Southeast Asia Regional After-Sales Service Manager to establish and oversee the regional after-sales system across Malaysia, Thailand, Indonesia, Vietnam, the Philippines, and Singapore.

You will lead installation, repair, maintenance, spare parts, service dispatch, and CRM, report to China HQ, recruit and mentor local teams, develop SOPs, ensure policy compliance, and drive customer satisfaction through continuous improvement.

Qualifications

• Bachelor's degree or above; preferred majors include Engineering, Electrical, Mechanical, Automation, or HVAC.
• Minimum 2 years of experience in after-sales service, engineering services, or operations and maintenance management.
• Minimum 3 years of team management experience.
• Solid understanding of after-sales service process design and operations management.
• Experience in spare parts inventory management and service dispatch.

Responsibilities

• Build and establish the regional after-sales service system across six SEA markets.
• Develop and optimize SOPs for installation, repair, maintenance and complaint handling.
• Ensure HQ after-sales policies and standards are implemented locally.
• Lead recruitment, training, scheduling and performance management of the local team.
• Direct frontline installation, repair and customer service during initial phase to institutionalize standards.
• Allocate resources and assign service tasks based on customer requirements and technician competencies; monitor response times and customer satisfaction.
• Plan, establish and operate spare parts warehouses; define safety stock levels; coordinate with HQ's supply chain to control inventory costs
• Serve as the liaison between China HQ and local teams; report regional data; coordinate cross-regional issues involving technical support, spare parts and logistics
• Establish customer profiles and service records; monitor service experience for key accounts; handle escalated complaints and safeguard brand reputation

Skills

After-sales service management

Team leadership

Operations management

Spare parts inventory management

Service dispatch

Customer relationship management

Bilingual English/Chinese

Localization (Bahasa Melayu/Thai)

Education

Bachelor's degree or above

Engineering, Electrical, Mechanical, Automation, or HVAC

Job description

Southeast Asia Regional After- Sales Service Manager

Oversee the establishment and operation of the after-sales service system across six Southeast Asian markets (Malaysia, Thailand, Indonesia, Vietnam, the Philippines, and Singapore). Manage core functions including air-conditioning installation and commissioning, repair services, paid maintenance, service dispatch, spare parts warehousing, and customer relationship management. Serve as the key liaison between China headquarters and local teams to ensure efficient service delivery and continuous improvement of customer satisfaction.

Key responsibilities

Build the local after-sales service system from the ground up; develop and continuously optimize SOPs for installation, repair, maintenance, and complaint handling; ensure effective implementation of headquarters' after-sales policies and technical standards at the local level

Lead recruitment, training, scheduling, and performance management of the local after-sales team; develop local talent and build a sustainable leadership pipeline

During the initial team-building phase, deep involvement in frontline installation, repair, and customer service is required — personally leading the team to implement service standards and processes until the team can operate independently

Allocate resources and assign service tasks based on customer requirements and technician competencies; monitor response times and customer satisfaction; esc…

Plan, establish, and operate spare parts warehouses; define safety stock levels and manage inventory inbound/outbound processes; coordinate with headquarters' supply chain to ensure parts availability while controlling inventory costs

Serve as the primary liaison between China headquarters and local teams; report regional after-sales operational data on a regular basis; coordinate cross-regional issues involving technical support, spare parts, and logistics

Establish customer profiles and service record systems; monitor service experience for key accounts; handle escalated complaints and safeguard brand reputation

About you

Bachelor's degree or above; preferred majors include Engineering, Electrical, Mechanical, Automation, or HVAC

Minimum 2 years of experience in after-sales service, engineering services, or operations and maintenance management

Minimum 3 years of team management experience

Solid understanding of after-sales service process design and operations management

Experience in spare parts inventory management

Experience in service dispatch and resource allocation

Basic technical acumen to assess and diagnose technical issues

Chinese: Native or near-native proficiency for effective written and verbal communication with China headquarters

English: Working proficiency for communication with customers, suppliers, and headquarters

Local Language: Bahasa Melayu or Thai (depending on work location), at native or near-native proficiency