Regional Team Leader Service (Government Project) (m/f/d)

Job Description:

We are seeking an experienced Team Leader Service to manage local service teams across up to three service hubs, serving up to six states in Malaysia. This role has a strong focus on incident management, coordinating field service teams to ensure efficient and effective resolution of service issues.

Key Responsibilities:

•         Oversee and manage local service hubs and teams.
•        Coordinate field service activity to ensure timely and effective incident management and resolution.
•        Provide technical consultation and support to customers, addressing their queries and concerns.
•        Lead direct customer support, ensuring accountability and relationship management.
•        Interface with domestic and / or international headquarters’ support and engineering teams to ensure customer satisfaction.
•        Provide technical guidance to the field service team.
•     Select, develop, and coordinate training programs for the service team.
•     Travel locally within the region as needed to support service operations.
•     Develop and implement methods to monitor and report of service management processes
•     Coordination and monitoring of regional sub-contractors.

Requirements:

•        Bachelor’s Degree or Diploma in Electronics, Mechatronics, Information and Communication Technology (ICT), or equivalent proven experience.
•        Proven experience in the implementation plus subsequent maintenance and support of Advanced Automation or ICT projects.
•        Minimum 5 years’ experience in leading regional service teams.
  
•        Experience in dealing with government departments is an added advantage.
•        Theoretical and practical experience in service management frameworks (i.e. ITIL, FitSM or ISO20000) is an added advantage.
•        Proficient in MS Office and HelpDesk Systems (i.e. Jira Service Management, ServiceNow, BMB Remedy or similar)
•        Flexibility and readiness to travel frequently within Malaysia and internationally during the project implementation phase.
•     High competency in team collaboration and communication.
•        Fluent in both written and spoken English and Bahasa Melayu.
•     Proficiency in German is an added advantage.