Service Operations Manager
5 days ago
**Passionate people create exceptional things**
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We´re everywhere Working with us means working with the latest technologies and groundbreaking, sustainable innovations. With our inclusive and caring environment, you get the support and inspiration you need to grow.
Here, your ideas are embraced, and you never stop learning. Interested in being part of our team?
**Join us on our journey for a better tomorrow.**
Our Specialty Rental South-East Asia Operations Team is looking for a Service Operations Manager, reporting to the Marketing & Fleet Operations Manager. The individual will play an important role in the operation team, which involves strategic decisions, as well as the development of the team and implementation of operational excellence policies and procedures. You will be exposed to projects in all areas of the organization, with a close interaction with the divisional operations team as well.
The position will be based in Malaysia, travelling will be required.
**Mission**
The mission is to create ultimate customer experience with sustainable profitability by maximizing service efficiency and service excellence roadmap in South-East Asia. Plan, organize, implement, coordinate and follow-up all activities and projects required to run an effective and efficient service operation towards the focus below
- Safety & Wellbeing
- Uptime Excellence and Technical Expertise
- Customer Experience Excellence
- Operational Efficiency
- Digital tools (360-degree views on service operations)
- Competence and growth for your team
**What we expect from you**
**Safety & Wellbeing**
- Ensure people go to work and go home safely everyday
- Work with SHEQ Manager to excel in depot and customer site processes and guidelines, to ensure we do the right things in the right way
- Cultivate the right safety and wellness behavior and tools within the team
**Uptime Excellence**
- Forward planning to build alliances and partnerships with other business lines.
- Spare part management
- Analysis and create a troubleshooting protocol and standards
- Daily technical support to the team/customer and related continuous improvement projects
- Increase technical competence of the team, ensuring all team members are at the right level
- Drive connectivity as a business tool, gaining insights and driving learning through the organization
- Identify and address problems and opportunities in service strategy for the company to outperform the competition
**Customer Experience Excellence**
- Resolve customer disputes with regards to all service deliverables and their performance
- Visit and evaluate customer feedback, take corrective actions, provide advice and training when required
- Improvement, standardization and going beyond in every step of customer interaction during mob/ demob/ maintenance process.
- Continuously improve the handover process between sales and operations
- Roll out a customer experience platform for ultimate customer experience
**Operational Efficiency - Products & Process**
- Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations per our ISO
- Headcount planning of internal and external resources to ensure the efficient arrangement of technicians’ daily assignment to improve organizational processes, and work to improve quality, productivity, and efficiency.
- Administrate, monitor and execute service plan and related services to the customers
- Responsible for the establishment and implementation of all quality procedures related to service operation.
- Administrate, monitor and execute the 24-hour customer-care system
- Maintain relevant records and report on regular intervals on service operations performance
- Implementation of all fleet maintenance procedures related to service operation to work toward Zero Breakdown
- Improvement projects to increase agility, speed to solution, ops cost and other operational KPI
**Digital tools (360-degree views on service operations)**
- Drive transparency within the operations team
- Continuously improve information at a fingertip
- Roadmap to use data to drive learnings, improvement projects and decisions
**People Management**
- Plan, prioritize and organize tasks and activities for the service team to maintain highest productivity and quality - in an empowering way.
- Responsible to equip the service team with all necessary tooling and equipment relating to safety
- Monitor the performance and evaluate the training needs for your team members.
- Assess current and future staffing needs based on organizational goals and budget realities. Using principles, ensures staff are appropriately developed, utilized, appraised, and rewarded; takes corrective action.
- Promote a company culture that encourages diverse team with top performance and high
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