Director, Global Desktop Field Service

A leading materials manufacturer is looking for a dynamic Field Service Director to lead the field service operations, enhancing service efficiency, ensuring customer satisfaction, and implementing best practices for service delivery across various geographic regions.

Key Responsibilities:

• Partner with senior leadership to align field service strategies with overall business goals
• Manage the execution of service contracts, including SLAs, maintenance, and repair services
• Streamline the service delivery process to boost efficiency, cut costs, and enhance customer satisfaction
• Foster strong relationships with key customers, ensuring their needs are met and expectations exceeded
• Serve as the escalation point for complex or critical customer issues, ensuring swift resolution.
• Establish key performance indicators (KPIs) for field service teams and measure performance against these targets
• Provide senior management with regular reports on field service performance, financials, and customer satisfaction
• Collaborate closely with product management, sales, and engineering teams to ensure the service offering meets customer needs and aligns with product capabilities
• Support new product launches and ensure the seamless integration of services in new regions or markets
• Work with logistics and supply chain teams to ensure the availability of parts and resources for field service teams
• Create and oversee the field service department budget, ensuring resources are allocated efficiently
• Track financial performance and implement cost-control measures to maintain budget compliance
• Ensure optimal allocation and training of field service technicians to meet service demands effectively

Key Requirements:

• Tertiary qualification in Engineering or related field of study
• Minimum twenty years of field service management experience, including 5 years in leadership positions
• In-depth knowledge of field service operations, encompassing global service delivery, resource planning, and customer satisfaction
• Have a strong financial and commercial acumen to handle costings and financing
• Excellent interpersonal skills with the ability to communicate effectively with internal and external stakeholders
• Able to work autonomously, be self-driven and not reliant on others
• Able to adapt yourself well in various international settings for long periods of time
• Able to resolve conflicts, visionary and possess the foresight to plan ahead for the business
• Experience managing large, diverse, and remote teams across multiple regions
• Excellent leadership, communication, and interpersonal skills
• Strong analytical skills and a data-driven approach to decision-making
• Ability to travel internationally as required

To apply, please click "Apply Now" or email Shanggar Ganesh at shanggar.ganesh@ambition.com.my. Data provided is for recruitment purposes only.

Due to the volume of applications received, we regret to inform you that only shortlisted candidates will be notified.

JTK Number: JTKSM 995 | Company Registration Number: 201301019088 (1048918-T)

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