Maintenance Service Manager

Responsible:

Customer Service & Business Focus

• Look after service and maintenance needs for clients, including hospital, etc.
• Promote service orders and contracts (PM/CM), annual inspections, and equipment upgrade to grow recurring service revenue.
• Handle escalated customer issues and complaints
• Track key service KPIs (response time, first time fix rate, repeat calls, uptime, gross margin) and drive continuous improvement.

Team Management & Daily Operations

• Lead and manage a team with 10+ technicians/engineers/admins, including scheduling, job assignment, field support, and performance reviews.
• Plan daily and weekly service schedules, balancing emergency breakdowns, preventive maintenance visits and technician routing efficiency to reduce travel time and overtime.
• Coordinate with parts, warehouse and admin teams to ensure critical spare parts are in stock without excessive or shortage inventory.
• Support budgeting and cost control for the service department (labor, parts, subcontractors) and provide simple reports to management on service performance and profit.

Technical & Equipment Management

• Oversee maintenance and repair of commercial/industrial equipment,
• Set up and monitor preventive maintenance programs to reduce unplanned downtime and extend equipment life.
• Support the team on more complex mechanical and electrical troubleshooting, including basic PLC/control issues, and coordinate with OEM engineers when needed.
• Ensure accurate service documentation: work orders, service reports, parts usage and equipment history for future analysis.

Project & Tender Support

• Support project and unit equipment tenders by preparing or reviewing technical specifications, equipment schedules and service scope, in collaboration with sales and project teams.
• Provide technical input during tender clarification, site surveys and solution design to ensure practicality, maintainability and life‑cycle cost effectiveness.
• Assign and coordinate field teams for equipment installation, testing & commissioning (T&C), start‑up and performance verification according to contract and company standards.
• Oversee handover to clients, including preparation of handover documentation and arranging operator/end‑user training on equipment operation and basic care.

Safety, Training & Process Improvement

• Enforce safety rules related to hot surfaces, rotating machinery, electrical systems and lock out/tag out procedures at customer sites.
• Arrange on-job training for new and existing technicians on common faults, maintenance standards, customer communication and safety.
• Lead basic root cause analysis for repeating failures and drive long term fixes (e.g. updated maintenance tasks, design changes, spare parts strategy).

Requirement:

• Degree in related engineering discipline preferred; strong experience with less academic can also be considered.
• 10+ years of experience in industrial/commercial maintenance or field service, with at least 5+ years in a manager or team lead role.
• Experience with commercial/industrial equipment is an advantage.
• Basic understanding of mechanical systems (conveyor, pumps, valves, belts, drives etc.) and basic electrical controls, such as PLC.
• Able to read mechanical drawings and wiring diagrams and use standard diagnostic tools and meters.
• Proven experience leading technicians or field service staff, setting expectations and following up on performance.
• Commercial mindset: understands service revenue, cost and margin, and cares about long term customer relationships.
• Strong communication skills, able to connect with customers, technicians and management, and translate technical issues into clear, practical messages.