JD for Service Operations Leader, Thailand

What you will do As the Country Service Operations Leader for Thailand, your role within the SEA Leadership team is vital. You will be responsible for the overall management of Services operations and after-market business in the country. You will act as the focal point for customer escalations, ensuring prompt and effective resolution of service concerns or issues. Managing customer expectations is a critical aspect of your role, as it fosters strong relationships and exceptional service. You will be responsible for providing leadership and overseeing the development and performance of the Service operations team, consisting of service account/sales managers, service delivery managers, service/sales engineers, service technicians, and service delivery assistants. Your accountability will extend to Financial performance such as revenue growth and executed margin, as well as key Operational metrics like Safety, Quality, Customer Satisfaction, Productivity, and Timely delivery. Achieving these objectives will require close collaboration with various business stakeholders, such as Sales & Commercial, Global Product, Factory, and Procurement teams, to drive efficiency and delivery of best-in-class service standards, ultimately benefiting our customers and contributing to the overall success of the Service business.

How you will do it

• Drive strong business fundamentals in Service Operations to maximize customer satisfaction and profit margin. This involves consistently and effectively planning and deploying resources, as well as efficiently administering field operations. Oversee day-to-day performance of the service front line team and maintain optimal staffing levels by effectively managing resource availability/utilization and managing limitations in expertise to deliver work efficiently and participate in quotes to drive growth.

• Champion efforts to stay informed and develop a thorough understanding of customers' businesses, competitors, and industry trends, and partner with SEA Service Sales Leader, to devise and execute Service Growth strategies, leading to year-on-year growth in revenue and margin for Planned Services Agreements (PSA), Labor & Materials (L&M) work and Parts Sales.

• Take charge of Operational Cadence to regularly monitor progress and manage financial and operational goals related to the Service business and foster collaboration with SEA Service Delivery Leader and other functional stakeholders who have aligned objectives to analyze trends, identify risks and opportunities, and act upon them to maximize performance and drive success.

• Develop a Skilled & Future ready service team capable of delivering best in class, integrated services leveraging digital capabilities. This involves collaborating with SEA Service Excellence Leader, in setting clear objectives for both frontline and back-office service staff and ensuring appropriate training and competency development opportunities are available to support the growth and advancement of team members as well as driving effective performance reviews, to render timely coaching and guidance when needed.

• Inspire team to strive for Operational Excellence, by fostering a culture of continuous improvement, providing clear direction and strong leadership to drive impactful initiatives and manage change, including efforts to advance digital service transformation. Incorporate best practices into established service operations standards, processes, and policies and drive compliance to ensure efficient operations that delight customers.

• Cultivate a culture that promotes good employee Safety practices and putting Integrity first. This involves placing high emphasis on workplace safety and ensuring strict adherence to ethics guidelines and policies.

What we look for

• 3-5 years of managerial experience in Service/Fulfilment operations, managing frontline teams, with strong people management, team building, and performance management skills.

• Bachelor's degree in engineering, business, marketing, or equivalent experience. • Ability to comprehend financial numbers and contribute to business plans. • Possess strong business acumen and financial understanding, with a hands-on approach and can-do mindset.

• Proven track record of delivering strong business results with accountability.

• Demonstrated ability to work effectively in a matrix environment.

• Excellent communication and interpersonal skills enabling effective negotiation, relationship building, and collaboration with diverse cultures.

• Proficient in both Thai and English for effective business communication.

• Technical training or equivalent experience in HVAC, industrial refrigeration, or building controls industry is a plus.

• Willingness to travel and take on challenging assignments based on business needs