Director/Head of Customer Services

We're Hiring: Director/Head of Customer Services!

About Our Client

Our client is a Hong Kong–listed company with an overseas subsidiary based in Kulai, Johor. The company specializes in prefabricated data center solutions and integrated energy systems encompassing power generation, grid, load, and storage. It also has strong expertise in the research, development, and manufacturing of complete electrical distribution cabinets, power transmission and distribution equipment, electronic components, and new energy applications.

Key Responsibilities

• Formulate the global after-sales service strategy and objectives. Establish and improve the global after-sales service system to enhance customer satisfaction and loyalty.
• Oversee global after-sales service teams, including recruitment, training, performance management, and incentive mechanism development, to build a professional, efficient, and high-quality service team.
• Manage global after-sales service operations, including installation and commissioning, maintenance and repair, troubleshooting, and technical consultation, ensuring the normal operation of customer equipment.
• Establish and improve the customer feedback mechanism to collect opinions and suggestions on after-sales services, analyze customer needs, and continuously optimize service processes and content.
• Develop emergency response plans for after-sales service incidents to ensure timely and effective customer support in unexpected situations.
• Control and manage after-sales service costs, optimize resource allocation, and improve the economic efficiency of after-sales services.
• Strengthen collaboration with production, R&D, and other departments, ensuring that customer feedback and product improvement suggestions are promptly communicated and implemented to drive continuous product enhancement.
  
  

Qualifications/Requirements:

• Bachelor’s degree or above in Electrical Engineering and Automation, Electronic Information Engineering, Computer Science and Technology, or related disciplines.
• Minimum of 8 years of experience in after-sales service management within the data center, power distribution, or related industries, including at least 5 years in overseas service management. Experience in multinational corporations is preferred.
• Familiar with the principles, structure, installation, commissioning, maintenance, and troubleshooting of power distribution products, with strong technical support capability.
• Proficient in after-sales service management methodologies and tools, capable of establishing and optimizing service systems, including service processes, standards, and quality assessment.
• Strong customer relationship management skills, able to maintain effective communication and collaboration with clients, understand customer needs, and enhance satisfaction.
• Knowledgeable in cost control for after-sales services, with the ability to reduce costs while maintaining service quality.
• Fluent in English, with strong communication, negotiation, and business interaction skills. Proficiency in Mandarin is a MUST.
• Possess strong strategic thinking and decision-making ability, excellent leadership, cross-cultural communication, team management, and organizational coordination skills, capable of leading the team to achieve operational and business objectives.
  
  

Keen to Apply?

Please send your latest Resume/CV to Gina Koh via email at [email protected] or through WhatsApp at 016-6948780 if you have any further inquiries.

Remarks: Please be informed that only shortlisted candidates will be notified.