SERVICE MANAGER

Responsibilities

- Lead and supervise a team of 15+ technicians across multiple job sites daily, ensuring 100% compliance with safety, quality, and customer standards.

- Personally attend urgent breakdowns, including after-office hours, public holidays, and weekends if needed, while maintaining team scheduling.

- Prepare detailed technical reports for every service call, cross-checked with OEM references, warranty clauses, and customer SLAs.

- Manage full operational workflow: job assignment, field scheduling, spares inventory, warranty claims, and invoicing approvals.

- Liaise directly with .international OEMs. to verify diagnoses, parts availability, and service bulletins before authorizing repairs.

- Oversee .ISO-level documentation. of all field jobs, preventive maintenance plans, and customer communication records.

- Conduct weekly on-site inspections, prepare improvement plans, and train technicians in advanced refrigeration, electrical, and gas safety systems.

- Ensure all service complaints are addressed within 24 hours, backed by written justifications and corrective action reports.

- Prepare quarterly .budget forecasts, cost-saving initiatives, and operational KPIs. for senior management.

- Mentor junior technicians while simultaneously driving new business opportunities and client account expansion.

- Support the Service Manager in supervising technicians and overseeing daily service operations

- Maintain 24-hour standby availability

- Address customer requirements around the clock through on-call duties

- Possess a valid Class 3 driving license

- Manage company hotline complaints promptly (within 1 hour)

- Standby during weekends and public holidays

- Efficiently assign and complete service requests

- Provide technical support and guidance to team members as required

- Collaborate with the Service Manager on implementing process improvements

- Keep detailed records of service activities, including repairs and parts usage

Requirements

- Minimum Degree in Mechanical/Electrical Engineering (preferably both).

- At least 10 years of hands-on experience in commercial kitchen equipment service, with 5 years in leadership.

- Proven knowledge of refrigeration, gas, electrical, plumbing, dishwashing, steam, and high-end oven systems.

- Must hold or be eligible for WSQ certifications in Gas Safety, Electrical Safety, and Refrigeration Handling.

- Ability to handle simultaneous job scheduling for more than 15 locations while preparing accurate reports under tight deadlines.

- Strong proficiency in AutoCAD, MS Project, SQL-based job tracking software, and ISO documentation.

- Excellent written and spoken communication skills in English (other Asian languages an advantage).

- Physically fit to attend on-site heavy equipment inspections when required.

Must be willing to be .on call 24/7. for emergency support.

- Prior experience in a supervisory or team lead capacity

- Familiarity with commercial kitchen equipment and repair procedures

- Strong organizational skills with effective multitasking abilities

- Excellent communication and interpersonal skills

- Problem-solving orientation and a commitment to delivering high-quality service