Assistant Service Manager

BMEC PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading service operations company in Singapore is seeking a Service Operations Manager. The ideal candidate will oversee daily operations, manage service staff, and enhance customer satisfaction. A Diploma or Bachelor's degree in relevant fields and 3–5 years of service-related experience are required. This role includes budget management, resource optimization, and process improvement initiatives.

Qualifications

• 3–5 years of service-related experience required.
• 1–3 years of supervisory experience in a service environment.
• Strong communication skills necessary.

Responsibilities

• Oversee daily service operations.
• Lead service staff and manage schedules.
• Enhance customer satisfaction.

Skills

Service operations management

Team leadership

Customer service

Resource and inventory management

Process improvement

Analytical skills

Conflict resolution

Education

Diploma or Bachelor's in Business Administration, Biomedical Engineering, Customer Service Management, or Operations Management

Tools

CRM systems

Service management software

MS Excel

ERP or inventory management tools

Job description

Responsibilities

1. Service Operations Management

• Oversee daily service operations and ensure service levels meet customer expectations.
• Implement and monitor service procedures, policies, and standards.
• Maintain compliance with health, safety, and industry regulations.

2. Team Leadership

• Supervise and lead service staff
• Schedule and assign tasks, and ensure adequate manpower coverage.
• Provide training, mentoring, and performance reviews.

3. Customer Service

• Act as the escalation point for customer complaints or complex service issues.
• Ensure high levels of customer satisfaction and retention.
• Develop strategies to enhance the customer experience.

4. Resource & Inventory Management

• Manage service tools, spare parts, and equipment inventory.
• Check and Ensure Service tools are deem fit to be deployed for usage for Service staff to carry out commissioning and PM procedures
• Coordinate procurement and vendor relationships for service-related needs.

5. Service Reporting & Analysis

• Prepare service performance reports (e.g., turnaround times, customer feedback).
• Analyze data to identify trends and areas for improvement.

6. Process Improvement

• Initiate and lead continuous improvement initiatives.
• Introduce automation or digital tools where applicable.
• Implement KPIs and metrics for better service delivery.

7. Budgeting and Cost Control

• Manage the service department’s budget and expenditures.
• Forecast staffing and operational costs.

8. Cross-Department Collaboration

• Liaise with sales, product, and technical teams to ensure integrated service delivery relating to installation and commissioning.
• Support business development with after-sales service inputs.

Requirements

1. Diploma or Bachelor's degree in a relevant field, such as:

• Business Administration, Biomedical Engineering, Customer Service Management and Operations Management

2. 3–5 years of experience in a service-related role (e.g., technician, engineer, customer support, operations)

3. 1–3 years of supervisory or management experience in a service environment

4. Scheduling, resource planning, and workflow optimization.

5. Experience with CRM systems, service management software, MS Excel/Word/PowerPoint.

6. Familiarity with ERP or inventory management tools

7. Able to lead, motivate, and manage a team effectively.

8. Strong interpersonal and conflict-resolution skills.

9. Analytical skills to assess service data and identify improvements.

10. Clear verbal and written communication and Capable of presenting reports or leading client meetings.

11. Good technical and analytical trouble shooting skills in equipment and systems.

12. Requires commuting within Singapore from site to site to execute duties.

13. Proficient in spoken and written English

14. Basic knowledge in IT networking