Assistant Service Manager

About the role

We are looking for a proactive and commercially minded Assistant Service Manager to lead and develop our Service Operations team. This role is ideal for someone who enjoys combining customer service, operational excellence, team leadership, and business performance improvement. As a trading and solutions-based organization, this position is not purely technical. We are seeking a candidate who understands how service operations contribute to customer satisfaction, business growth, and operational efficiency. You will be responsible for overseeing service coordination, customer support processes, service contract management, inventory optimization, and team development while driving continuous improvement across the service organization.

Key responsibilities

• Lead and manage the daily operations of the Service Operations team to ensure excellent customer support and efficient service delivery.
• Coordinate service scheduling and resource allocation for field service engineers.
• Oversee service order management, customer inquiries, and operational support activities.
• Monitor service contracts and installed equipment base to ensure proactive customer engagement.
• Resolve customer and team issues effectively while maintaining a high level of customer satisfaction.
• Drive inventory planning, stock optimization, and operational efficiency initiatives.
• Develop and implement data-driven action plans to improve service performance and standard processes.
• Prepare regular operational reports, KPI analysis, and service performance updates.
• Support strategic planning and continuous improvement projects across the service organization.
• Lead, coach, and develop team members through performance management, training, and career development initiatives.

Qualifications

• Bachelor's degree in Electrical, Instrumentation and Control or a related field.
• Minimum 8 years of experience in service operations, technical support, service coordination or related functions with minimum of 3 years of experience in managerial role.
• Proven experience managing a service scheduling, customer support or service operations team.
• Strong commercial mindset with the ability to balance customer needs, operational efficiency and business objectives.
• Experience in service contract management, customer service operations or aftermarket service environments is highly preferred.
• Background in water technology, industrial equipment, instrumentation or technical services is an advantage.
• Familiarity with CRM and ERP systems such as Salesforce, Synchroteam, ServiceMax, SAP or Oracle.
• Strong analytical skills with the ability to use data to drive operational improvements.
• Excellent communication, stakeholder management and problem-solving skills.
• Fluent in Thai and English communication.