Position Summary
Responsible for the strategic planning and daily operations of the Service Division resulting in customer satisfaction, smooth refurbishment project execution, and service-sales and profitability targets being met.
Key Responsibilities / Duties
- Develop business strategies and plans of the Division in alignment with the short- and long-term goals of both the Group and the company.
- Manage and oversee the day-to-day work performed by the Service team according to set standards as per MHE Group Policy.
- Manage the budget allocation for the department on an on-going basis.
- Conduct periodic performance appraisals for the staff, provide on-time feedback to improve staff performance.
- Identify the skills and knowledge required by the staff to perform their assigned tasks and provide appropriate training opportunities to acquire these.
- Oversee that Service, Refurbishment and Parts operations are within the costs allocated and continuously monitor the expense level to achieve cost control so as to maintain profitability targets.
- Review, analyze and implement corrective actions to improve cost variance to refurbishment projects in order to achieve targeted objectives and margins.
- Oversee the efficient execution of all Service Refurbishment and Parts operations based on timeline, quality, and profitability to fulfill customers requirements and expectations.
- Review quotations and tenders, negotiate terms and approve all commercial terms of offer and order of acceptance so as to ensure compliance with Levels of Authority and other relevant policies. This includes ensuring that direct reports are aware of and comply with Delegation of Authority
- Conduct regular meetings with key staff to monitor market movements, analyze potential business opportunities so as to ensure that these are translated into short, medium or long-term strategic actions.
- Maintain and enhance cooperation with principals to further strengthen partnership and cooperation.
- Maintain good relationships with key customers through regular visits to build long-term business relationships.
- Conduct periodic monitoring of accounts receivables and coordinate with the Finance Department to ensure timely invoicing and prompt collection of overdue debts.
- Review stock levels and set safety stock (reorder) quantity and coordinate with Materials in utilizing aging stock >24 months on quarterly basis so as to achieve greater utilization of old stocks.
- Ensure that warranty claims from customers are followed up so as to fulfill contractual warranty obligations
- Monitor man hours, efficiency, human load factor and utilization captured in SAP against budget so as to ensure proper resource utilization while maintaining project profitability. This includes reviewing and approving actions for further improvements.
- Actively use SAP and the Customer Relationship Management (C4C) tool in daily work to manage the Division optimally and find new initiatives for growth. This includes reviewing reports for customers visits, quotations, sales and orders, work-in-progress and warranty claims to ensure consistency in follow up and achievement of budgets.
- Identify areas of improvements in service procedures and processes, develop action plans and follow up so as to ensure successful implementation.
- Conduct periodic review of service facilities and vehicles utilization to ensure their efficient usage.
- Oversee and implement service response standards as documented in QMS System for Service Division and ensure alignment so as to achieve service standards and overall customer service excellence.
- Administer and execute all duties as EHS Management Representative so as to achieve required safety standards in all company activities. This includes ensuring a proactive approach to improve safety in all service operations including behavior-based safety improvements.
- Ensure the Service, Parts and Refurbishment department activities procedures are implemented and recorded in compliance with QMS.
- Ensure that Quality Manual under Service in the QMS System is periodically reviewed and updated as and when necessary.
Qualification:
- Bachelor Degree in Marketing or Business Administration or any Engineering discipline.
Experience:
- At least 5-10 years work experience in aftersales function
- At least 5 years work experience in industrial (heavy equipment, construction) settings
- Preferrable has an experience in Material Handling Equipment related industries/automotive industries.
- Knowledgeable in Microsoft Office applications and SAP C4C sales module.
- Strong Sales acumen and self-motivation.
- Strong leadership skills and people management.
