Service Operation Engineer

Job Responsibilities

Manage end-to-end service operations, including breakdown service, field service, workshop jobs, and preventive maintenance schedules.

Act as a primary point of contact for customers on service-related matters, ensuring requests, complaints, and feedback are handled promptly and professionally.

Coordinate and dispatch service technicians, aligning manpower and schedules to minimize downtime and meet service commitments.

Monitor and drive service performance KPIs, including response time, job completion rate, equipment uptime, cost control, and customer satisfaction.

Ensure accurate job reporting and documentation, with compliance to warranty, service contract, and internal process requirements.

Provide technical leadership and hands-on support to technicians, including troubleshooting, root cause analysis, and preventive solutions for recurring issues.

Implement and continuously improve service processes, tools usage, and safety practices to improve efficiency and first-time fix rates.

Supervise, coach, and develop the technician team, including workload planning, performance reviews, and training needs identification.

Promote a strong safety culture, ensuring compliance with safety procedures, training requirements, and incident reporting.

Monitor customer equipment assets, tracking usage, uptime, service history, and maintenance trends.

Manage company service assets, including service vehicles, tools, workshop equipment, calibration, maintenance, and replacement planning.

Prepare and analyze service performance reports, covering service costs, labor hours, spare parts usage, technician productivity, asset utilization, and safety performance.

Track and monitor customer equipment assets (e.g., forklifts, cranes, warehouse systems) for usage, uptime, and service history.



Job Qualifications

Diploma or Bachelor's in Mechanical Engineering, Electrical Engineering, Mechatronics, or related field.

Minimum 5 years of working experience with hands-on experience in similar sectors (e.g., industrial automation, automotive, and project electrician) is highly preferable.

Strong understanding of hydraulics, electrical systems, engines, and control systems used in forklifts and material handling equipment.

Experience supervising or leading technicians, including job coordination, scheduling, and daily task assignment.