Technical Operations Manager

Upscale Sdn Bhd; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading service management company in Malaysia is seeking an experienced professional to oversee RMA, helpdesk, and service operations. The role requires managing vendor coordination, leading technical teams, and ensuring SLA compliance. Ideal candidates should possess 5-8 years of experience in technical operations, preferably in POS or IT distribution, along with strong leadership skills.

Qualifications

• 5-8 years of experience in technical operations/service management.
• Experience in POS, AIDC, or IT distribution preferred.

Responsibilities

• Oversee RMA, helpdesk, and service operations ensuring SLA compliance.
• Communicate with suppliers/vendors on RMA claims and warranty parts.
• Manage outsourced service centers and vendor coordination.
• Lead and supervise engineers and helpdesk staff.
• Report performance and escalations to Head of Operations & Supply Chain.

Skills

Technical operations experience

Leadership skills

Vendor management

Problem-solving skills

Education

Diploma/Degree in Engineering or IT

Job description

Responsibilities

• Oversee RMA, helpdesk, and service operations ensuring SLA compliance.
• Communicate directly with suppliers/vendors on RMA claims, escalations, and warranty parts.
• Manage outsourced service centers and vendor coordination.
• Lead and supervise engineers and helpdesk staff.
• Report performance and escalations to Head of Operations & Supply Chain.

Required Skills

• 5-8 years of experience in technical operations/service management, preferably in POS, AIDC, or IT distribution.
• Diploma/Degree in Engineering, IT, or related field.
• Strong leadership, vendor management, and problem-solving skills.
• Familiarity with vendor RMA processes and B2B SLA standards.