Executive recruitment company Monroe Consulting Group Malaysia is recruiting on behalf of a renowned Multinational Home Electrical Appliance manufacturer for a Head of Service position. As our distinguished client's business is expanding, our client is looking for an ambitious and experienced Head of Service to lead and manage the entire after-sales service ecosystem, including field service operations, customer call centers, and spare parts management for home appliances. This role ensures the delivery of a seamless customer service experience, enhances customer satisfaction, and drives operational efficiency in alignment with the brand's service standards and business objectives.
Job Responsibilities:
- Lead and manage nationwide field service teams (in-house and third-party) to ensure timely and quality service delivery.
- Implement standardized service protocols and quality controls for installation, repair, and maintenance of home appliances.
- Monitor key service KPIs such as first-time fix rate, turnaround time (TAT), customer satisfaction (CSAT), and Net Promoter Score (NPS).
- Oversee daily operations of the customer care/contact center, including inbound/outbound call handling, complaints management, and technical support.
- Ensure customer queries and complaints are handled efficiently, empathetically, and within agreed SLAs.
- Implement customer feedback loops and use insights to improve service offerings.
- Develop and manage the spare parts supply chain - forecasting, procurement, inventory, pricing, and distribution.
- Optimize parts availability to support service teams and minimize service delays.
- Collaborate with regional or global parts hubs for effective replenishment planning.
- Formulate and execute the national service strategy aligned with corporate goals and market dynamics.
- Set clear performance targets for teams and monitor against KPIs and SLAs.
- Drive cost optimization, process improvements, and digital transformation initiatives (e.g., CRM, FSM tools, automation).
- Build and mentor high-performing service teams, including field technicians, call center agents, and back-office support staff.
- Foster a customer-first culture and ensure ongoing technical and soft skills training.
- Manage service partner performance and compliance with company standards.
- Work closely with Sales, Marketing, Product, and Logistics teams to align customer service with business objectives.
- Provide service feedback to influence product quality, design improvements, and warranty strategies.
Job Requirements:
- Bachelor's Degree in Engineering, Business Administration, Supply Chain, or a related field. MBA is a plus.
- 8-12 years of experience in customer service/after-sales operations in the consumer electronics or home appliances sector, with at least 5 years in a leadership role.
- Proven experience managing large teams and third-party service networks.
- Strong knowledge of service operations, CRM systems, field service management tools, and spare parts logistics.
- Customer-centric mindset with a passion for service excellence.
- Strong analytical and problem-solving skills.
- Excellent leadership and team management capabilities.
- Effective communication and interpersonal skills.
- Ability to manage complex operations in a fast-paced environment.
