Aftersales Service Manager

The Aftersales Service Manager is responsible for strengthening customer relationships, coordinating global service support, and ensuring the service team delivers timely, effective, and professional support to customers worldwide. The role is based in Singapore.

Responsibilities:
1. Build and maintain long-term relationships with key customers by understanding their needs and ensuring timely service and technical support.
2. Coordinate resources to deliver effective on-site product support across regions worldwide.
3. Provide leadership, guidance, and direction to the service team to ensure consistent, efficient, and professional support to customers.
4. Maintain fleet records of models, quantities and service life of equipment at various customer locations.
5. Closely monitor major complaints involving safety-critical items to ensure thorough investigation and appropriate corrective and preventive actions.
6. Consolidate customer complaint feedback from service team for review by the relevant design and process teams to determine preventive actions.
7. Review refurbishment and repair scope, resource requirements, timelines, and cost estimates to support customer quotations by the sales team.
8. Assess service team capability gaps, evaluate training needs, and arrange suitable training as required.
9. Travel to customer locations, mainly in Asia Pacific and Middle East, when required.

Requirements:
Degree or Diploma in Engineering with 10 to 15 years of similar experience in a heavy equipment manufacturing environment.