Team Manager, Service Operations

Summary

This role is responsible for leading and optimizing customer service operations, including field service engineering, service performance management and customer-centric service execution. This role will oversee service teams, improve operation efficiency, manage key service KPIs, and support the growth of service-related business areas such as field service, spare parts, workshops, service contracts and technical advisory services.

Job Responsibilities

• Lead and manage the field service engineer team, ensuring effective resource allocation and operational efficiency.
• Develop and implement customer service workforce strategies, including recruitment, development, deployment, and capability building.
• Standardize and improve service operation processes to enhance execution quality and consistency.
• Support service sales activities by identifying customer needs and business opportunities.
• Manage and improve key customer service KPIs, including service cost, engineer utilization, productivity, and operational performance.
• Drive profitability through effective management of service, workshop, and spare parts business operations.
• Manage and prioritize the service product portfolio based on business needs, customer value, and growth potential.
• Develop and execute mid-to-long-term growth strategies for the customer service business.
• Analyze customer service operation needs and develop growth plans for areas such as parts, field service, service contracts, and technical advisory services.
• Lead customer communication during project execution and service delivery.
• Collect and analyze customer feedback to identify service improvement opportunities and new business potential.
• Collaborate with executive management and cross-functional stakeholders to make effective operational and business decisions.

Qualifications

• Minimum 3 years of experience managing a plant, facility, or field service organization
• Understanding of engineering, mechanical systems or facility service operation.
• Experience in service business operation s and P&L management
• Proven leadership experience managing field service engineers or technical service teams
• Experience in performance management and business operation within a service or technology-based organization.
• Proven track record of delivering results with strong ownership, responsibility, and execution capability