Service Business Manager

ABOUT RIKEN KEIKI (M) SDN BHD

Riken Keiki (M) Sdn Bhd has supplied and serviced gas detection and monitoring systems in Malaysia since 2005. We are the Malaysian subsidiary of Riken Keiki Co., Ltd. of Japan, a global leader in gas detection technology. Our customers are among the most demanding plants in the country - semiconductor fabs, oil and gas processing, petrochemical, chemical and manufacturing - and we support them from Petaling Jaya, Penang and Pengerang.

THE OPPORTUNITY

This is not a caretaker role. We are building our service and calibration business into a major revenue stream over the next three years, and we are hiring the person who will lead it.

You will take an established technical service organisation, spanning our Petaling Jaya, Penang and Pengerang operations, together with a well-equipped calibration laboratory, and turn them into a business: better utilised, technically stronger, and generating recurring service revenue from a large installed base that is currently under-served.

You will report directly to the General Manager, and the service organisation will report to you.

HOW WE WORK - PLEASE READ THIS PART

We are a small company and we work like one. There is no layer of support staff between you and the job. The manager who writes the plan is the same person who goes to site when the customer is unhappy, who picks up the phone on a Saturday when Pengerang needs an answer, and who gets into the detail of a calibration certificate when something looks wrong. We hot-desk and sit wherever the work is - no manager's rooms, no executive table - because we would rather people moved around and talked to each other than sat in a box.

If you have spent your career in a large multinational where the scope of your role was carefully bounded and someone else always owned the next step, you will find this uncomfortable. If you have run a technical team in an SME and are used to solving the problem in front of you regardless of whose box it sits in, you will recognise this immediately - and you are who we are looking for.

In exchange you get what a large organisation cannot offer: a real mandate, a direct line to the General Manager, decisions made in days rather than quarters, and the chance to build a business line that will carry your fingerprints for a decade.

WHAT YOU WILL OWN

Technical competency

• Set the technical standards for installation, commissioning, calibration, maintenance and fault diagnosis, and make sure they are written down and followed
• • Build and run a competency matrix for every engineer and technician - assess, train, certify, re-assess
• • Own the ISO/IEC 17025 calibration laboratory quality system, audits and continual improvement
• • Make sure nobody is sent to a scope they have not been assessed as competent to perform

Service level

• Own response time, on-time completion, calibration turnaround and first-time-fix rate, and report them monthly
• • Run manpower planning on a rolling four-week horizon across our central, northern and southern operations
• • Lift field utilisation and make sure no region depends on one person alone
• • Own customer technical escalations through to closure, with root-cause an