Service Operations Team Leader/Manager

Summary

As a Service Operations Team Leader / Manager, you will be responsible for efficient and high-quality delivery of maintenance services at our customer sites. You will lead a team of skilled field service professionals, promoting health and safety standards and ensuring seamless field service operations exceeding customers’ expectations. 

Job Responsibilities

1. Overall: 

• Lead a team of Field Service Engineers & Workshop Operators in providing high quality services and fostering a collaborative and productive environment. 
• Calculate the annual hourly rate and manage within the cost center budget for Field Service & Workshop. 
• Plan, analyze and optimize the utilization of Field Service and Workshop to ensure high productivity (positive coverage difference). 
• Ensure compliance with EHS standards and regulations to maintain a safe working environment and promote safety attitude throughout the Field Service & Workshop team. 
• Proactively seek feedback from customers post execution of jobs and regularly visit customers to improve quality of services provided. 
• Responsible for updating the skills matrix as well as the continuous development and upskilling of Field Service Engineers & Workshop Operators. 
• Support internal stakeholders, and related departments with technical and Field Service operations knowledge. 
• Promote continuous improvement initiatives in Field Service & Workshop operations. 

2. Leadership of Field Service Team:

• Timely resource planning and delegation of Field Service Engineers for commissioning, troubleshooting & repair, preventive maintenance and warranty services etc., including weekend and emergency call. 
• Interact with customers to address inquiries, dispatch service requests and resolve conflicts.  
• Coach Field Service Engineers in providing quality service reports & effective communication to the customers. 
• Ensure delegation of overseas Engineers are kept within schedule & budget as agreed as well as customer satisfaction. 
• Ensure clear & efficient information flow internally for execution of service requests, including quotation, order tracking, invoicing and payment. 
• Collaborate closely with Sales team and Customer Relationship team to support any sales lead for spare parts, service agreement or upgrade opportunities shared by Field Service Engineers’ site visit. 

3. Leadership of Service Workshop:

• Oversee the Workshop operation by working with the Workshop Supervisor to ensure that delivery of all roll refurbishment orders is on time, quality and cost.   
• Ensure proper resource management and capacity planning of the Workshop operation. 
• Maintain a high-quality output of roll refurbishment, with an improved lead time to customers. 
• Proactively review 3rd party supply contracts and cost comparisons to improve quality, turnaround time and costs. 
• Evaluate market potential, competitor strength & weakness and Bühler’s value and proactively promote new rolls and rolls refurbishment service.

Qualifications

• Bachelor's degree in Engineering (Mechanical / Process / Industrial), Business Administration or similar. 
• Minimum 8 years of experience in after sales service operation in manufacturing industries. 
• At least 5 years of experience management of Field Service team. 
• Experience as Field Service Engineer is of advantage.  
• Proficiency in SAP, field service management software and tools for scheduling, reporting, and resource allocation is a plus 
• Demonstrate extraordinary ownership and accountability. 
• Strong customer centricity, focus and entrepreneurship. 
• Ability to understand customer’s requirements and translate them into solutions  
• Results-oriented and excellent problem-solving and conflict management skills. 
• Exceptional time-management, organizational and prioritisation skills under multiple deadlines. 
• Strong leadership and team management skills, with the ability to motivate and influence across all levels. 
• Ability to connect the dots, interpret and communicate complex information to external and internal stakeholders. 
• Keen eye for cost/ efficiency improvement and proactive to drive changes. 
• Proficient in spoken and written English and Bahasa Melayu due to the nature of the scope.
• Due to the nature of the scope, knowledge of Mandarin is of advantage.