Responsibilities

Lead and oversee the daily operations of the Customer Service team, ensuring smooth coordination across service admin, parts planning, warehouse, and workshop functions.

Develop and implement service processes and SOPs that ensure high levels of customer satisfaction and operational efficiency.

Work closely with internal stakeholders (sales, country and area management) to address customer issues and complaints promptly.

Champion a problem-solving mindset—leading cross-functional efforts and ensuring proper tracking and resolution.

Act as the go-to expert (super user) for SAP and Salesforce CRM, guiding the team and ensuring clean and accurate data.

Develop service technicians through structured training, coaching sessions, and performance dialogues as part of the Golden Spanner Program.

Strengthen the technical team through mentorship programs, OJT, and apprenticeships.

Drive performance by meeting key KPIs—conversion rate on quotations, rental margin optimization, service contract growth, used truck utilization, and timely delivery of new equipment.

Continuously improve customer service operations using insights from customer feedback, internal reviews, and NPS survey results.

Lead and support service-related projects or initiatives as directed by management.

Requirements

Degree in any fields

Proven customer service experience, preferably in a similar environment

Leading team experience

Excellent communication and interpersonal skills, with the ability to build rapport and resolve customer concerns

Interested candidates who wish to apply for the advertised position, please send in your resume to [email protected]

EA License No: 13C6305

Reg. No.: R1985956 (VIVIEN TAN)

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