Regional Service Manager

CROWN EQUIPMENT (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

A leading company in the equipment industry is seeking a General Manager Service for Southeast Asia. This senior leadership role involves achieving financial service budgets, driving operational performance, and ensuring high customer satisfaction. The ideal candidate will have prior management experience, a strong understanding of service environments, and exceptional communication skills.

Qualifications

• Prior management experience in a senior leadership service environment.
• Experience in driving and implementing change.
• Exceptional verbal and written communication skills.

Responsibilities

• Accountable for budgeted revenue and gross profit management.
• Review performance of service managers and develop action plans.
• Ensure compliance with HSE requirements and safety programs.

Skills

Management Experience

Communication Skills

Negotiation Skills

Interpersonal Skills

Knowledge of AS400 system

Education

Tertiary qualification in Business or Management

Mechanical or electrical trade qualification

Job description

Role Summary

The role is responsible for the achievement of the annual financial service budget for Southeast Asia. The role will ensure compliance across all facets of service including but not limited to Lift Truck preventative maintenance, engineering approval, service team competence and team personal development. The General Manager Service, Southeast Asia will lead profitable growth through the increasing customer satisfaction, reducing customer churn and exceeding customer service expectations.

Duties and Responsibilities

Your duties and responsibilities are contained within this Position Description however, you are also required to perform other duties reasonably required of you, as assigned by the Company, that you are skilled and capable of performing, including carrying out duties for any of the Company’s related entities.

Key Result Area 1 – Financial Performance

· Accountable for the budgeted revenue, gross profit and management of overheads and the subsequent contribution across the Service Business regionally. Monitor Service Key Performance Indicators linked to business / financial plans.

· Develop and continuously review monthly financial performance against budget by Country and Branch.

· Establish and conduct monthly management meetings to review service performance results and develop strategies aligned with the Company’s annual financial budget.

· Regularly review overheads to ensure cost is within the budgeted allowance and is reflective of the requirements of the Service department.

· Achieve and aim to exceed the individual branches Service revenue and contribution targets.

Key Result Area 2 – Operational Performance

· Review performance of all Service Managers, After Market Service Sales team, Technical Product Support, CSC & Service Admin Teams quarterly and where these metrics do not meet acceptable levels, work with the relevant team members to develop action plans and drive the results that are required.

· Direct the activities and resources of each department under your management to meet or exceed the financial targets set by the Company.

· Through the Service management team, ensure that all scheduled services, required repairs and maintenance is completed in line with Company expectations, any contractual obligations, set deadlines/timelines and Company standards.

· Ensure all management tasks are completed as directed and within the set timeframes.

· Identify business growth opportunities and implement approved business plans to ensure that such opportunities are maximised.

· Develop/utilise and measure Key Performance Indicators (KPI’s) for all business groups under your management.

· Drive a culture of accountability in the branch for Service team performance and identify areas of improvement to address as necessary.

· Ensure all Service personnel have current Position Descriptions and that service personnel receive a twice-yearly review or alternatively a monthly one on one, if they are failing to meet their set targets.

· Ensure the Service departments maintain inventory levels in accordance with Company targets at all times.

· Review that adequate resources are available to achieve a 95% response rate on Emergency Breakdown Calls.

· Prepare Monthly Reporting and distribute across internal key stakeholders.

Key Result Area 3 – Customer Service

· Ensure that all customer concerns are identified promptly and that they are addressed and resolved in a timely manner.

· Ensure all client requests and enquiries are documented and responded to in a timely and professional manner providing a high level of customer service at all times.

· Adhere to all Company Policies by ensuring business dealings are carried out professionally and ethically.

· Review and monitor completion rates for all PMP types and ensure targets are achieved as per levels required.

· Build, develop and maintain strong working relationships with the Company’s Customers and with all relevant stakeholders across all levels of the Company.

· Ensure all customers are followed up with, following their dealings with the Company to accurately ascertain customer satisfaction.

· Discuss future requirements for products and services with customers, promoting the Company’s business at all times.

· Oversee and manage the Company’s relationship with its primary customers ensuring churn is minimised.

· Conduct price and service negotiations with customers to reach a favourable outcome for both the Company and the customer.

Key Result Area 4 – Employee Relations

· Establish effective working relationships with all Service Employees, monitor Employee performance and manage underperforming or unacceptable conduct and behaviour with the assistance of the Human Resources department as required.

· Adequately train, develop, mentor and coach all Service Managers under your management.

· Ensure all Service employees are well supported exhibiting a culture which is conducive to a good working environment and one which allows employees to effectively complete the tasks and duties associated with their role with the Company and to achieve their set KPIs.

· Ensure all service vacancies are monitored and filled in accordance with the Company’s recruitment strategies and procedures and that all efforts are made to retain quality staff members.

Key Result Area 5 - Safety & Risk Management

· Ensure all efforts are made to reduce the risk of injuries and specifically reduce the Lost Time Injury Frequency Rate.

· Coordinate and manage the resources required to meet the Company’s HSE requirements.

· Role model and lead by example in all HSE programmes and activities.

· Ensure the service department is well prepared for any Safety audits and that a safety focused culture is established and maintained at all times.

· Ensure adequate HSE training is provided to service employees.

· Ensure all product incidents, near misses and accidents are reported promptly and in accordance with the Company’s and the customers HSE policies and procedures.

Key Result Area 6 - Non-Specific

· Manage all customer contact to ensure excellent levels of service is maintained.

· Support ad hoc and project-based work as required to improve service.

· Contribute with the creation and successful execution of key business improvement projects.

Knowledge, Skills & Experience

· Prior Management Experience in a senior leadership Service Environment.

· Experience in driving and implementing change.

· Well established knowledge of the mechanical and technical aspects of a service environment.

· Ability to understand issues and communicate effectively with internal and external customers.

· Exceptional verbal and written communication skills.

· Strong interpersonal and negotiation skills.

· Good understanding and knowledge of the AS400 system.

Qualifications

· A Tertiary qualification in Business or Management is preferred.

· Mechanical or electrical trade qualification.