Summary
- Lead and grow the regional aftermarket/service business, with a strong focus on customer satisfaction, service profitability and long-term service strategy.
- Drive service operations excellence through standardized processes, clear KPIs and disciplined performance reporting (e.g., response time, first-time fix, cycletime, utilization and warranty).
- Build and develop a high-performing field service organization through recruitment, coaching, training and capability planning.
- Strengthen key-account engagement and cross-functional collaboration(sales, supply chain, engineering and HQ) to improve service delivery, parts availability and product support.
Main tasks & key responsibilities
· Define and execute the service strategy and annual operating plan for the countries in scope, aligned with regional business objectives.
· Implement and maintain standard service processes (work order management, scheduling, escalation, warranty handling) and drive continuous improvement in safety, quality and efficiency.
· Establish a clear KPI governance rhythm (weekly/monthly) and provide performance reporting on utilization, cycle time, on-time completion, first-time fix, warranty cost and customer feedback/VOC.
· Own customer satisfaction improvements: increase proactive customer touchpoints, run customer care programs, and translate VOC outcomes into action plans.
· Partner with sales on key accounts and major opportunities: provide pre-sales technical input, develop service proposals/quotations and support contract execution.
· Develop the regional service network (in-house and partners) to improve response time and coverage; qualify and manage service providers/contractors where required.
· Lead the spare parts operation for the service centre (inventory accuracy, fill rate, on-time delivery, excess/obsolete management) and coordinate with supply chain to improve parts availability.
· Coordinate product support with engineering/HQ (technical hotline/escalations, product improvements, documentation and new product launches) and ensure lessons learned are closed-looped.
· Plan and deliver technical and operational training for customers, partners and internal teams to improve safe operation and reduce repeat failures.
· Recruit, coach and performance-manage the service team; build succession and capability plans, and ensure compliance with all HSE requirements across customer sites.
Qualifications
· MBA (Master degree)
· Bachelor degree – Engineering (or equivalent technical/engineering background)
· Senior leadership experience in aftermarket/service organizations, including service operations and service business growth
· Experience working in multicultural, international matrix environments
· Experience supporting key accounts and major projects; contract and commercial negotiation exposure
· Service manager will face to Chinese, Singaporean, European customers/shipowner/crane manufacturer, knowledge of Mandarin/English dialects is essential.
Mobility requirements
· Frequent international travel is required.
