Service Operation Manager

• Support Operation General Manager to effectively utilize manpower and facilities of the Service Center in the area to reduce idle time (internal transfers), coach and guide field activities, as well as individual performances.

• Enforces budgetary control and ensure that targets are met by all Service Center reporting to him and improves Service Center productivity through:

1. Upgrading staff skill (training)

2. Proper utilization of facilities

3. Availability of equipment & SSTs

4. Implementation of Fix It Right programme

5. 5S implementations

• Keep the following program active for associate delight and handling of associate issues and complaints.

1. Quality Circle

2. Associate Welfare Program

3. Set up Program for integrity

• Strengthens service marketing activity and increase number of units serviced, labor sales, other sales and perform market survey to study the possibility of the following:

1. Expansion in their regions (Horizontal and Vertical)

2. Making new service contract.

3. New Fleet customers.

• Resolves all customers’ complaint within the area, with coordination of the Center Manager and Operation General Manager to improve customer satisfaction and retention.

• Conduct field assessment and market survey and communicate with head office on results and provide required data for performance analysis.

• Conduct audit on equipment condition and seek support from Operation Team when necessary on improvement requirements.

• Conduct regular field visits to the assigned Mega Centers to assess performance and operating standards and supervise the “Get lean & Fit” initiative implementation.

• Communicate with Mega Center management on development and execution of action plans using data from performance reports and through Gemba (workplace) observations to continuously improve in the followings:

1. TPS improvement

2. GDI & FIR improvement

3. Delivery lead time improvement

4. Estimation conversion ratio improvement

5. Repair Skills & Quality

6. Kaizen training & projects

7. Material consumption control implementation

• With the support the Operation Team, roll out and sustain standards in operation via the following programs (but not limited to):

1. Basic programs / assessment tools to establish operating fundamentals (TSM Basic / Kodawari program, SESA, Fix-it-Right);

2. TSM Advanced program (TPS) to build high productivity operations applying concepts from Toyota Production System

3. Drive SESA improvement action plans

• Planning, communication and people management skills

• Computer Skills (Microsoft PowerPoint, Excel, Words)