We are looking for a motivated, dynamic Assistant Service Manager to join our team based in Johor. Your responsibilities will be to manage and control the Service Department in a consistent manner to fulfil the Branch’s contractual obligations while operating within the confines of the service budget.
In this role you will be responsible for:
1. Position Overview
The Assistant Service Manager (ASM) reports directly to the Branch Operations Manager or Branch Manager. This role is pivotal in driving service excellence, maximizing team productivity, and ensuring rigorous operational compliance within the branch to uphold the highest company standards.
2. Core Service & Operational Responsibilities
The ASM is mandated to maintain high-quality service delivery and operational efficiency by adhering to the following requirements:
- Service Completion: Mandate and ensure a 100% monthly service completion rate across the entire service team.
- Installation Timelines: Guarantee 100% completion of new business installations within a maximum of 5 working days from the date of the service agreement or job confirmation.
- Route-Riding: Conduct formal route-rides with each service team at least once every 3 months to ensure operational standards are met.
- Productivity Oversight: Audit technician productivity to ensure all personnel meet pre-requisite site-visit timings and route planning targets.
- Overtime Management: Validate and manage technician overtime claims, ensuring all submissions are legitimate and cost-effective.
- Work Procedures: Enforce strict compliance with pest/hygiene service guidelines as detailed in company manuals and technical instructions.
3. Fleet & Equipment Management
The ASM is responsible for the cost-effective management of the branch’s fleet and technical resources, ensuring operational readiness without compromising safety standards.
- Vehicle Compliance: Maintain rigorous records for the renewal of road tax and Puspakom inspections.
- Maintenance Logs: Ensure comprehensive maintenance logs are kept for all service vehicles to ensure audit readiness.
- Cost Control: Monitor and record repair costs and fuel usage; validate driver logs for accuracy.
- Inventory & Assets: Maintain a precise register for service tools and safety equipment; ensure the security of all company property, hardware, and premises.
- Safety Standards: Ensure all vehicles and drivers remain in full compliance with the SHE (Safety, Health, and Environment) and Vehicle Handbook.
4. Stock & Warehouse Controls
To maintain stock integrity and branch efficiency, the ASM shall:
- Monitor proper stock issuance and returns for all service teams on a weekly basis.
- Attend and lead monthly stock takes and conduct regular vehicle stock audits.
- Direct the management and control of the branch store, including the efficient handling of used Exhaust Fan
- Related (EFR) equipment.
- Verify that all actual preparation costs are accurately captured and recorded within the company system.
5. People Management & Staff Development
As a leader in operational excellence, the ASM manages the employee lifecycle with a focus on high-performance culture and technical mastery.
- Recruitment: Collaborate with the Branch Manager or Branch Operations Manager to recruit high-caliber Service Technicians and Service Ladies (subject to prior approval).
- Onboarding & Culture: Direct staff inductions, maintain high team morale, and ensure all staff possess a comprehensive understanding of company objectives and policies.
- Training & Coaching: Organize technical induction programs and maintain precise training records. Act as the primary trainer for refresher courses, providing field-based guidance and data-driven coaching to ensure a high level of technical competence.
6. Quality Assurance (QA) & Performance Monitoring
The following quality standards and performance audits must be strictly enforced:
- Direct regular Quality Control (QC) checks and follow up on client complaints to ensure total ownership of service problems.
- Ensure OCS 224 compliance: Resolve all customer callouts within 24 hours to prevent further escalation.
- Audit the duties of Service Supervisors on a monthly basis.
- Audit each Service Technician according to company requirements (TPA Assessment).
- Carry out regular service audits across all branch service areas.
- Verify that all supervisors meet their established monthly KPIs.
7. Administrative & Reporting Protocols
The ASM must maintain rigorous administrative accountability. Weekly status reports must be provided to the Branch Operations Manager covering the State of Service, Supervisor issues, Customer issues, and other operational concerns. Formal weekly and monthly meetings must be conducted with supervisors and technicians; formal minutes are mandatory for all meetings and must be filed accordingly. All reports, stock returns, and e-claims must be prepared accurately and dispatched promptly to the Head Office.
8. Health, Safety, and Environment (SHE) Compliance
The ASM has a legal obligation to enforce a safe working environment. You are required to:
- Enforce OSHA 1994: Apply the requirements of the Occupational Safety & Health Act 1994, ensuring all subordinates understand their legal obligations.
- Ensure Chemical Safety: Direct the safe handling, storage, and application of all chemicals to eliminate untoward risks to staff.
- Conduct Monthly Inspections: Inspect all service vehicles monthly to ensure they are roadworthy and safe.
- Direct Safe Systems of Work: Provide site-specific risk assessments and issue written work instructions for all activities to ensure employees work without risk to health.
- Rectify Deficiencies: Immediately rectify all deficiencies identified during audits or inspections.
- Participate in Reviews: Attend and contribute to monthly SHE review meetings.
9. Cross-Functional Collaboration & Professional Conduct
The ASM serves as an "Agent of Best Practice," promoting the company’s gold standards and transmitting these practices to all supervisors and coordinators.
- Sales Relationship: Maintain cooperative relations with the Sales Team by providing high-quality sales leads and customer feedback.
- Sales Support: Assist the Sales Team in achieving branch targets by providing technical support for special surveys and sales presentations.
- Self-Improvement: Commit to continuous professional development through private study, technical literature, membership of professional associations, and attendance at relevant industry courses.
The ideal candidate will possess:
- Minimum a Bachelor Degree in any related field with at least 5 years relevant Service Management/ Supervisory experience
- Strong leadership qualities with planning, organizing and problem solving ability
- Able to work in dynamic and fast paced environment
- Excellent in promoting teamwork and synergize the team towards achieving service KPI
- Able to work autonomously and thrive on challenges
- Driven by data, analytical, able to develop team by managing their service activities and coach them accordingly
- Required valid driving license because driving is part of the job requirement for this designation
- Possess own vehicle, is a Malaysian or holds a relevant resident status
Highly Desirable:
- Excellent problem solving , multi-tasking & planning skills
- Ability to motivate and manage a team to achieve & meet service KPI
- Ability to think on your feet to coach team with service and customer focused solutions
- Versatility to build rapport with people at all levels
- Excellent and multi-lingual in both verbal and written English and Bahasa Malaysia
- Commercially focused and is alert of the changes and updates in market movement
- Able to travel to various locations within the designated territory
