Asst. Manager - Service

Key Responsibilities

• Customer Service and Relationship Management: Build and maintain strong customer relationships, address service concerns, resolve operational issues, and provide timely updates on work order status and completion schedules.
• Service Operations Management: Plan, organize, and supervise service activities, including technician assignments, manpower utilization, workshop resources, and service vehicle scheduling to ensure efficient and timely job completion.
• Work Order Monitoring: Monitor work orders, technician productivity, service reports, and timecards to ensure quality workmanship, accurate documentation, and compliance with established service standards.
• Parts and Quotation Management: Coordinate with Service Advisors to review parts requests and withdrawals, prepare and finalize service quotations, and ensure timely submission of cost estimates to customers.
• Work-in-Process (WIP) Management: Monitor outstanding work orders, identify delays, and implement action plans to minimize aging WIP and ensure timely invoicing.
• Cross-Functional Coordination: Work closely with Sales, Rental Operations, Purchasing, Service Administration, contractors, and other departments to ensure parts, tools, materials, and technical resources are available when needed.
• Performance and Cost Management: Monitor key performance indicators (KPIs), man-hour utilization, service lead times, operating costs, and profitability to achieve business targets and maintain equipment availability.
• Systems and Process Compliance: Utilize company business systems and technical information platforms to plan service activities, track work orders, and maintain accurate operational records.
• People Management and Development: Lead toolbox meetings, coach and evaluate team members, monitor performance, identify competency gaps, and implement development plans to improve employee productivity and engagement.
• Health, Safety, and Contamination Control: Ensure compliance with environmental, health, and safety requirements, contamination control policies, housekeeping standards, and company procedures.
• Continuous Improvement: Identify opportunities to improve service quality, operational efficiency, customer satisfaction, and compliance with company and ISO standards.
• Asset Management: Ensure the proper use, maintenance, and safekeeping of company tools, equipment, vehicles, and other assigned assets.

Qualifications

Education

• Graduate of any Engineering course.
• A degree in Mechanical or Electrical Engineering is preferred.
• Candidates with a two-year technical or vocational qualification may be considered if they possess substantial relevant experience.

Experience

• At least six (6) to seven (7) years of relevant experience in heavy equipment services, generator set services, or a related industry.
• At least two (2) years of experience in a supervisory or leadership role is preferred.
• Candidates with ten (10) years of relevant experience and at least two (2) years as a Master-Level Technician, Service Advisor, or equivalent may also be considered.

Licenses and Certifications

• Licensed Engineer is an advantage.
• Valid Professional Driver’s License with the required restriction for the position is preferred.

Required Skills and Competencies

• Heavy Equipment and Technical Service Operations
• Service Planning and Work Order Management
• Customer Relationship Management
• Team Leadership and People Development
• Business and Financial Analysis
• Cost Control and Profitability Management
• Problem-Solving and Decision-Making
• Communication, Negotiation, and Presentation Skills
• Strategic Planning and Resource Allocation
• Occupational Health, Safety, and Contamination Control
• Business Systems and Technical Information Systems
• Continuous Improvement and Process Compliance

Working Conditions

• Primarily office- and service-facility-based, with regular local and occasional international travel for official business.
• Requires coordination with customers, technicians, and other departments to address service requirements and operational concerns.
• May require availability outside regular working hours to respond to urgent service and equipment support needs.