Southeast Asia Regional Service Engineering 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. seeks a Southeast Asia Regional Service Engineering Manager to drive after-sales service expansion across Malaysia, Thailand, Indonesia, Vietnam, Philippines and Singapore.

You will lead a regional team, set SOPs, and coordinate with China HQ to ensure service excellence. Responsibilities include overseeing installation, repair, maintenance, and spare parts logistics, recruiting and training staff, and maintaining high customer satisfaction

Qualifications

• Bachelor's degree or above in Engineering or related field.
• Minimum 2 years 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 communication with HQ; English working proficiency; local language knowledge Bahasa Melayu or Thai.

Responsibilities

• Build and establish the local after-sales service system across six Southeast Asian markets.
• Develop and optimize SOPs for installation, repair, maintenance, and complaint handling; enforce HQ policies and standards locally.
• Lead recruitment, training, scheduling, and performance management of the local after-sales team.
• During initial setup, directly engage in frontline installation, repair and customer service to instill service standards.
• Allocate resources and assign service tasks based on customer needs and technician competencies; monitor response times and satisfaction; escalate major issues.
• Plan and operate spare parts warehouses; manage safety stock and inventory inbound/outbound with HQ coordination.
• Serve as primary liaison between China HQ and local teams; regularly report regional operations data; coordinate cross-regional technical support, parts, and logistics.
• Establish customer profiles and service records; monitor experience for key accounts; address escalated complaints to protect brand.

Skills

Team management

Service delivery

Process design

Inventory management

Cross-functional coordination

Technical acumen

Communication with HQ

Education

Bachelor's degree or above

Job description

Southeast Asia Regional Service Engineering 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; **escalate** and resolve major customer complaints and emergency incidents

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

Job summary

Oversee after-sales service system establishment and operations across six Southeast Asian markets.