Technical Service Manager

Entity: Hexagon Measurement Technologies Sdn. Bhd.

Work location: Shah Alam, Selangor

About us

Hexagon strives to help industrial manufacturers develop the disruptive technologies of today and the life-changing products of tomorrow. Our strength comes from our global footprint and enormous portfolio of advanced industrial sensors, measurement technologies, factory automation, simulation, and analytics tools.

About the role

Lead and manage the service team responsible for calibration, maintenance, and repair of metrology instruments, including Coordinate Measuring Machine (CMM), Vision/Multisensor Measuring System, Portable Measuring Arm, Laser Tracker and related equipment. This role encompasses service management, after-market sales and operations, and team leadership, with responsibility for ensuring timely and high-quality service delivery to meet customer expectations.

Key responsibilities

• Service Management

  • Lead and manage the service team responsible for calibration, maintenance, and repair of metrology instruments, mainly Coordinate Measuring Machine (CMM), Vision/Multisensor Measuring System, Portable Measuring Arm, Laser Tracker and etc.
  • Work closely with the Administrator in planning and managing the service team schedule.
  • Plan and schedule calibration for service tools and equipment.
  • Troubleshoot and resolve technical issues related to measurement systems and instrumentation.
  • Provide training and application support for measurement software that is being supplied together with measuring machines.
  • Support the sales team for customers’ part evaluations and demonstrations.
  • Maintain accurate service records, calibration certificates, and customers’ machine list.
  • Ensure timely and high-quality service delivery to meet customer expectations.

  After-Market Sales & Operations

  • Responsible for direct and distributors after-market sales (e.g., machine retrofit/upgrade, software maintenance (SMA), spare parts, machine maintenance, measurement services, rental, training and etc).
  • Oversee warranty claims, spare parts management, and customer complaints.
  • Develop and implement strategies to improve customer retention and satisfaction.
  • Coordinate with the Administrator/COS and factories' team to ensure product availability and timely support.
  • Manage relationships with Hexagon’s factories/vendors for parts sourcing and service support.
  • Monitor and report on after-market performance metrics (e.g., service turnaround time, customer satisfaction scores).

  Team Leadership & Customer Relations

  • Train and supervise service engineers and customer support staff.
  • Foster a high-performance culture focused on continuous improvement and customer excellence.
  • Build strong relationships with key clients to promote loyalty and repeat business.
  • Handle escalated customer issues with professionalism and urgency.

Qualifications & Skills

• Bachelor's degree in Engineering, Electronics, Mechatronics, or related field
• Minimum 10 years of experience in service and after-market roles within the metrology or instrumentation industry
• Strong technical knowledge of calibration, measurement systems, and quality standards
• Excellent leadership, communication, and problem-solving skills
• Familiarity with CRM and ERP systems for service and inventory management
• Ability to manage multiple priorities and work under pressure