Kerja Sepenuh Masa, Service Operations Manager di Shenling Environmental Systems (Malaysia) Johor - Maukerja

1. Education:

• Bachelor's degree or above.

• Preferred majors include Engineering, Electrical, Mechanical, Automation, or HVAC.

2. Work Experience:

• Minimum 2 years of experience in after-sales service, engineering services, or operations and maintenance management.

• Minimum 3 years of team management experience.

• Candidates with experience managing teams of 15+ or cross-border management experience are preferred.

• Candidates with experience in building a service system from scratch are preferred

3. Core Competencies:

• Solid understanding of after-sales service process design and operations management.

• Experience in spare parts inventory management.

• Experience in service dispatch and resource allocation.

• Basic technical acumen to assess and diagnose technical issues; hands-on repair skills not required.

4. Language Proficiency (Critical):

• Mandarin: Native or near-native proficiency for effective written and verbal communication with China headquarters.

• English: Working proficiency for communication with customers, suppliers, and headquarters.

• Local Language: Bahasa Malaysia or Thai (depending on work location), at native or near-native proficiency.

Preferred Qualifications:

• Experience in the data center industry.

• Experience in the HVAC industry.

• Experience working in China-funded enterprises.

• Multi-country management experience.

Work Location: Primarily based in Johor Bahru (Malaysia), Rayong/Chonburi (Thailand), and Jakarta/Batam (Indonesia); travel required to other countries.

Job Summary:

• Oversee the establishment and operation of the after-sales service system across six Southeast Asian markets.

• Manage core functions including air-conditioning installation and commissioning, repair services, paid maintenance, service dispatch, spare parts warehousing, and customer relationship management.

• Serve as the key liaison between China headquarters and local teams to ensure efficient service delivery and continuous improvement of customer satisfaction.

Core Responsibilities:

After-Sales Service System Establishment:

• Build the local after-sales service system from the ground up.

• Develop and continuously optimize SOPs for installation, repair, maintenance, and complaint handling.

• Ensure effective implementation of headquarters' after-sales policies and technical standards at the local level.

Team Management & Development:

• Lead recruitment, training, scheduling, and performance management of the local after-sales team.

• Develop local talent and build a sustainable leadership pipeline.

• During the initial team-building phase, deep involvement in frontline installation, repair, and customer service is required — personally leading the team to implement service standards and processes until the team can operate independently.

Service Dispatch & Operations:

• Allocate resources and assign service tasks based on customer requirements and technician competencies.

• Monitor response times and customer satisfaction.

• Escalate and resolve major customer complaints and emergency incidents.

Spare Parts Warehouse Management:

• Plan, establish, and operate spare parts warehouses.

• Define safety stock levels and manage inventory inbound/outbound processes.

• Coordinate with headquarters' supply chain to ensure parts availability while controlling inventory costs.

Cross-Department Coordination & Headquarters Liaison:

• Serve as the primary liaison between China headquarters and local teams.

• Report regional after-sales operational data on a regular basis.

• Coordinate cross-regional issues involving technical support, spare parts, and logistics.

Customer Relationship Management:

• Establish customer profiles and service record systems.

• Monitor service experience for key accounts.

• Handle escalated complaints and safeguard brand reputation.

• Annual Leave
• Medical and Hospitalisation Leave
• SOCSO
• EPF
• EIS
• Allowance Provided