VHR Consultancy Hiring! Full Time Service Operations Manager in Selangor - Ricebowl

Our Client:

Our client is a specialized engineering solutions provider delivering industrial equipment, technical services, maintenance support, and lifecycle management solutions to customers across various process-driven industries. The organization is recognized for its strong technical expertise, customer-centric approach, and commitment to operational excellence.

Role Overview:

The Service Operations Manager will be responsible for leading the overall service operations function, ensuring effective execution of field service activities, maintenance projects, customer support, spare parts coordination, resource planning, and service performance management. The role will focus on driving operational efficiency, service quality, customer satisfaction, team development, and sustainable business growth.

Key Responsibilities:

• Lead and manage the overall service operations function, including field service, maintenance activities, project execution, and customer support services.
• Develop and implement service strategies, processes, and operational standards to enhance efficiency, service quality, and customer satisfaction.
• Oversee manpower planning, workforce scheduling, resource allocation, and deployment of service personnel to support operational requirements.
• Monitor service performance metrics, KPIs, response times, service quality, utilization rates, and operational productivity.
• Drive continuous improvement initiatives to optimize service delivery processes, workflow efficiency, and cost management.
• Establish strong relationships with key customers and act as the escalation point for critical service issues and customer concerns.
• Collaborate closely with sales, technical, engineering, and supply chain teams to ensure seamless project execution and customer support.
• Manage service contracts, preventive maintenance programs, annual maintenance agreements, and long-term customer service commitments.
• Oversee spare parts planning, inventory coordination, procurement support, and service-related logistics activities.
• Ensure compliance with company policies, safety standards, operational procedures, and regulatory requirements.
• Lead, mentor, coach, and develop the service team to enhance technical competency, customer service capability, and operational effectiveness.
• Prepare service forecasts, operational reports, resource plans, and performance reviews for management reporting.
• Support business growth initiatives by identifying service improvement opportunities, customer retention strategies, and aftermarket business expansion.
• Drive profitability improvement through effective cost control, resource utilization, and operational optimization initiatives.

Qualifications:

• Bachelor's Degree in Engineering, Mechanical Engineering, Electrical Engineering, Industrial Engineering, or related disciplines.
• Minimum 10 years of working experience within industrial service operations, technical services, engineering services, maintenance services, or related environments.
• Proven experience managing service teams, field service engineers, technicians, or service coordinators.
• Strong exposure to service operations management, maintenance planning, customer support, and service delivery management.
• Experience handling service contracts, maintenance agreements, project coordination, and customer relationship management.
• Strong leadership, people management, coaching, and team development capabilities.
• Excellent problem-solving, analytical thinking, and decision-making skills.
• Strong stakeholder management and customer-facing communication skills.
• Experience in process improvement, operational excellence, and KPI-driven performance management.
• Proficient in ERP systems, service management systems, Microsoft Office, and reporting tools.
• Willingness to travel when required to support customer and operational needs.

Note: Only shortlisted candidates will be notified.