Service Engineer

Position Title: Service Engineer

Department: Service / After Sales / Technical Services

Reporting To: Service Manager

Direct Reports: 2 Service Technicians

Location: Malaysia (site-based with customer visits)

Role Purpose

The Service Engineer is the technical lead for service operations. The role is responsible for managing service technicians, supporting the Service Coordinator on customer inquiries and quotations, and ensuring high-quality service execution, reporting, and customer communication. The position plays a key role in maintaining customer confidence and improving service professionalism.

Key Responsibilities

• Lead and manage daily service activities and priorities
• Provide technical guidance and escalation support to service technicians
• Review, validate, and approve all service reports before sending to customers
• Support Service Coordinator with technical input for customer inquiries and quotations
• Improve and standardize service report and quotation formats
• Plan, assign, and monitor technician workload and performance
• Ensure timely service delivery, reporting, and follow-up
• Act as technical representative during customer discussions
• Identify recurring issues and recommend corrective or preventive actions
  
  

Electrical & Control Systems Capability (Mandatory)

• Strong working knowledge of electrical systems used in service solutions
• Hands-on understanding of sensors, controllers, control panels, and system interfaces
• Ability to review and validate site findings related to electrical, sensor, and control behaviour
• Capable of guiding technicians on electrical and control-related troubleshooting
  
  

Team Management

• Manage and supervise two service technicians
• Provide on-the-job coaching and technical guidance
• Ensure compliance with safety procedures and service standards
  
  

Customer & Coordination

• Understand customer operational requirements and expectations
• Build and maintain strong technical relationships with customers
• Communicate technical findings clearly and professionally
  
  

Key Competencies

• Independent, proactive, and accountable
• Strong teamwork and people management skills
• Good time management and prioritization
• Customer-focused mindset
• Clear written and verbal communication skills
  
  

Requirements

• Diploma or Degree in Electrical, Electronics, Mechatronics, or related Engineering discipline
• Minimum 5 years of service or field engineering experience
• Strong background in electrical systems, sensors, and controllers (mandatory)
• Experience managing technicians or leading small teams
• Comfortable with customer-facing responsibilities and technical discussions