Kerja Sepenuh Masa, Service Support - Operations Manager di E-Bumi Selangor - Maukerja

About Us

E-Bumi Sdn. Bhd. is a Malaysia technology solution provider with over 20 years of experience specialising in AI Analytics to support CCTV surveillance system, and advanced sound systems.

We help businesses across retail, manufacturing, and warehousing turn real-world activity into actionable insights through AI – powered analytics – enabling better customer understanding, operational efficiency, space utilization and security.

We are energetic and growing team, passionate about technology, new ideas and creating better solutions for our customers. We are looking for motivated individuals who are eager to learn, contribute, and grow together with E-Bumi.

Overall Purpose

To lead and manage the Service Support & Operations Team in ensuring smooth daily operations, efficient handling of customer support cases, timely completion of site jobs, and accurate documentation. The role involves supervising the Executives, collaborating with Technicians, and coordinating with internal teams and clients, monitoring performance, and driving continuous improvement to achieve operational excellence and customer satisfaction.

Candidate without direct experience in CCTV surveillance or advanced sound systems may also be considered. Hands-on training will be provided to support the candidate in developing the required product and technical knowledge.

Key Responsibilities

1. Leadership & People Management

·      Lead and supervise the Project Admin, Support Admin and Warehouse teams.

·      Plan manpower, job assignments, and leave coverage to ensure smooth daily operations.

·      Coach and develop team members, ensuring accountability, professionalism and adherence to company policies.

·      Conduct regular team reviews on open jobs, pending tasks, and service performance.

2. Department Oversight & Operational Control

·      Oversee the end-to-end Project and Support Administration including documentation, purchasing, invoicing, and customer support.

·      Monitor Turnaround Time (TAT) and Service Level Agreement (SLA) performance, ensuring timely follow-up and resolution of outstanding cases.

·      Review key documents including Sales Orders (SO), Purchase Orders (PO), quotations, service reports, and invoices.

·      Participate in fortnightly Sales meetings and follow up on outstanding operational matters.

·      Co-ordinate with Sales, Project, Finance, Warehouse, and Technical teams to ensure smooth project delivery.

·      Resolve escalated operational, suppliers, and customer issues.

·      Provide team coverage when required and participate in the night on – call rotation to support onsite Technical team.

3. Stock & Inventory oversight

·      Oversee stock and inventory management to ensure adequate stock availability and accurate records.

·      Monitor stock levels, replenishment, slow-moving items and critical shortages.

·      Ensure proper receiving, stock movement, reconciliation, repair and warranty processes.

·      Coordinate with suppliers and internal teams to ensure materials are available according to project requirement/ support request.

·      Conduct regular stock audits and reporting with warehouse control and safety procedures.

4. Client & Stakeholder Management

·      Act as the escalation point for key clients on project administration, service, and billing matters.

·      Ensure customer issues and complaints are followed up promptly and professionally.

·      Maintain effective working relationships with clients, suppliers and subcontractors.

·      Assign client accounts to team members and ensure proper follow-up and ownership.

5. Reporting & Performance Monitoring

·      Review weekly and monthly reports prepared by the project admin team, covering project progress, billing updates, and issue logs.

·      Monitor key performance indicators including TAT, task completion rate, and document accuracy.

·      Identify performance gaps and recurring issues, and recommend corrective actions to Management.

6. Process Improvement & Strategic Development

·      Review and improve workflows, SOPs and reporting standards to enhance efficiency and accountability.

·      Support automation, system improvements and digital transformation initiatives.

·      Ensure compliance with EHS, work permit and site requirements.

·      Drive continuous improvement and service excellence across the department.