Field Service Manager

Our Client is a leading material handling and logistics provider with offices throughout the globe. They are seeking a proactive, customer centric and detail oriented individual to lead their after-sales and customer services activities for their Thailand operations. This is an excellent opportunity to join an innovative and growing international organisation in a Senior Management role where you can truly make a difference. 

Responsibilities;

• Operations Management
  • Lead the Service Operations team to meet defined service levels and financial targets
  • Optimize technician productivity through KPIs, process standardization, and operational controls
  • Ensure service team compliance with health, safety, and quality standards
  • Manage service budgets and operational costs effectively
  • Ensure technician skills align with the current and upcoming product portfolio through training and development programs
  • Handle escalated customer and technician issues promptly and effectively

• Sales & Business Development
  • Drive aftersales revenue growth, including spare parts, service contracts, and support packages
  • Collaborate with the HOD to define pricing strategy, service offering, and market positioning
  • Maintain and grow relationships with international and local key accounts
  • Increase contract/service ratio and improve customer retention
  • Identify new business opportunities within the existing customer base in collaboration with regional and national sales functions

• Customer & Team Engagement
  • Conduct regular customer review meetings and proactively address complaints or invoice disputes
  • Work closely with cross-functional teams to ensure a seamless customer experience
  • Build strong internal networks, especially with Company’s regional and international teams
  • Organize 1:1 meetings, performance reviews, and annual appraisals for service staff to ensure motivation, alignment, and growth

• Performance Metrics
  • Achievement of aftersales revenue and profitability targets
  • Technician productivity and service delivery performance
  • Customer satisfaction scores and retention
  • Contract/service ratio improvements
  • Budget control and cost-efficiency in service operations

Requirements;

• Bachelor’s or Master’s degree in a relevant field (Engineering, Business, or equivalent)
• Experience in the customer service or service operations field, preferably within the trucks, material handling, or industrial equipment sectors.
• Proven experience in team leadership and service sales management
• Demonstrates effective time management, multitasking, and problem-solving capabilities
• Analytical and innovative thinker with a proactive and positive mindset
• Committed to high levels of customer satisfaction and team performance
• Ability to coach, mentor, and develop teams while fostering a results-oriented culture
• Willingness to travel as required
• Fluent in English (spoken and written)