Service Delivery Management

About the role

Oversee daily operations of the CEC, including intake, diagnosis, repair, and dispatch/return of units within contracted turnaround times. Act as the primary operational point of contact for the client on day-to-day service delivery matters.

Key responsibilities

• Oversee daily operations of the CEC, including intake, diagnosis, repair, and dispatch/return of units within contracted turnaround times
• Manage case flow and backlog to ensure SLA compliance across all service categories
• Coordinate parts and Open Cell/component availability with the supply chain/logistics team to avoid service delays
• Ensure accurate, timely documentation and labeling for all service and RMA/warranty cases, consistent with OEM and client requirements
• Lead, coach, and develop technicians, service coordinators, and support staff at the CEC
• Plan workforce capacity and scheduling to match service volume and SLA demands
• Conduct performance reviews, manage disciplinary matters, and drive a culture of accountability and continuous improvement
• Prepare and present regular performance reports and business reviews to the client and internal management
• Proactively identify and escalate service risks, resource constraints, or systemic issues before they impact SLA performance
• Ensure all service processes comply with client, OEM, and regulatory requirements

About us

PT. R-Logic Technology Indonesia is a subsidiary of R-Logic International Pte Ltd, with sites across Malaysia, Singapore, China, India and Indonesia. R-Logic delivers end-to-end reverse logistics solutions with comprehensive linkages to customers, technology and OEMs. Our front-end solutions include customer interfacing, customer call management and technical support centres. Our regional set-up allows OEMs to reach every valuable customer across Asia Pacific — from the far reaches of South East Asia to the most concentrated metropolitan cities. At the back end, our services cover Defective Inventory Management, Supply Management and Repairs.