National Service Operation Manager

National Service Operation Manager

Job Overview

Role Purpose:

Manages Service operations in the Centers in terms of facility, manpower and

service marketing to achieve targets in areas of Service Sales, Profit, customer

satisfaction, customer retention by adhering to the company mission, vision and

values and applying the operating standard procedures.


Administration and Management: Basic Knowledge of business and
management principles involved in resource allocation, production

methods, and coordination of people and resources.

After Sales and Marketing: Basic knowledge of principles and methods for
promoting and selling products or services. This includes basic marketing

strategy and techniques, product demonstration and after sales control


Customer and Personal Service: Knowledge of principles and processes
for providing customer and personal services. This includes customer

needs assessment, meeting quality standards for services, and evaluation

of customer satisfaction.

Automotive Engineering knowledge.
English Language: Basic knowledge of the structure and content of the
English language including the meaning and spelling of words, rules of

composition, and grammar.

Financial and Accounting: Basic knowledge of Accounting and Financial
principles and procedures.

Personnel and Human Resources: Basic knowledge of principles and
procedures for personnel selection, training, compensation and benefits,

labor relations and negotiation, and personnel information systems.
Builds teamwork spirit between staff of all Service Centers reporting to

O Builds teamwork spirit between staff of all Service Centers.

O Carrying out daily, monthly analysis required for service including

Warranty Claim Analysis, KPI Analysis

O Effectively utilizes manpower and facilities of the Service Centers to

reduce idle time.

O Enforces budgetary control and ensure that targets are met by all Service

Center reporting to him.

O Ensure resolving all customers’ complaint with coordination with the

regional Managers.

O Ensure that Service Sales targets are met by all Service Centers.

O Ensures cooperation between regional managers and other departments

in the Centers.

O Ensures that CSI & NPS meets the target laid by the Company.

O Ensures that all Service Centers are operating smoothly according to

Company Policy & Procedures.

O Ensures that proper OJT is given to technicians as directed by technical


O Improves Service Centers productivity.

O Monitors competitors’ activities and customer requirements, and report

through Marketing Product Report.

O Monitors implementation of warranty policy and procedures to satisfy our

customers and keep image and reputation of the product.

O Monitors, solves, and reports technical problems through utilization of

technical support team.

O Processing and payment incentives for productive and non-productive.

O Proposes short term and long-term recruitment requirements plan for

productive and non- productive.

O Recruits and fulfill service need of manpower in coordination with HR and

business development.

O Responsible for service Budgeting on CAPEX and Manpower.

O Strengthens service marketing activity to increase number of units

serviced and sales.

O Supports and develop newly recruited Technicians (Local & expatriates)

O implements KMC improvement & Quality programs

Minimum – Engineering Bachelor’s Degree or Equivalent.


Minimum 10 years’ experience in Services where 5 years in Supervisory.

Job Related Skills:

O Achievement/Effort: Job requires establishing and maintaining personally

challenging achievement goals and exerting effort toward mastering tasks.

O Active Learning: Understanding the implications of new information for

both current and future problem-solving and decision-making.

O After Sales Related Skills: Persuasive, Able to deal with stress, patient.

O Alertness and Problem-Solving Skill.

O Computer Skills: Job requires the knowledge in worksheets, word

processing, presentation, and database management.

O Inductive Reasoning: The ability to combine pieces of information to form

general rules or conclusions (includes finding a relationship among

seemingly unrelated events).

O Leadership Skills.

O Management of Personnel Resources: Motivating, developing, and

directing people as they work, identifying the best people for the job.

O Monitoring: Monitoring/Assessing performance of self, other individuals, or

organizations to make improvements or take corrective action.

O Problem Sensitivity: The ability to tell when something is wrong or is likely

to go wrong. It does not involve solving the problem, only recognizing


there is a problem.

O Stress Tolerance: Job requires accepting criticism and dealing calmly and

effectively with high stress situations.

O Time Management: Managing one’s own time and the time of others.

How you match
Criteria provided by job poster
Customer Service
Problem Solving
No match
After Sales
No match
Budgetary Control
No match
Time Management
No match
Supervisory Skills
No match
Customer Satisfaction
No match
Resource Allocation
No match
Corrective Actions
Level of education
No match
Bachelor’s Degree
Job Details
Seniority Level

Automotive Consumer Services Facilities Services
Employment Type

Job Functions
Management Manufacturing

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