HEAD OF CUSTOMER SERVICE

Lead, mentor, and develop a team of service engineers, technical advisors, and support staff.

Foster a culture of collaboration, continuous learning, and high performance.

Oversee and manage all service activities, including maintenance, repairs, and technical support for maritime cranes and components.

Ensure prompt and efficient handling of customer inquiries, complaints, and service requests.

Build and maintain strong relationships with customers, acting as the primary escalation point for major issues.

Understand customer needs and provide tailored solutions to enhance satisfaction and loyalty.

Develop and implement customer service strategies aligned with Liebherr's goals and values.

Monitor service performance metrics and identify areas for improvement.

Drive service-related revenue streams, including maintenance contracts, spare parts sales, and technical training programs.

Manage the department's budget, ensuring cost-effective use of resources.

Plan and allocate resources to meet customer demand and operational goals.

Prepare regular reports on service performance, customer feedback, and operational challenges.

Use data-driven insights to optimize processes and enhance service delivery.

Safety and Environment Accountabilities : Ensure that all the company safety and environmental procedures are implemented and followed. Ensure all environmental incidents are reported to your immediate superior. Ensure you use the correct safety equipment as required for all relevant jobs. Report all safety incidents to your immediate superior or the Safety Officers. Keep the workplace in a clean and tidy condition and ensure all waste is disposed of properly.

Job Requirements

Tertiary education in Bachelor of Engineering or supplemented with any other specialized qualification / experience in the relevant field.

Minimum 10 years of working experience in a related field or experience at the top management level.

Good command of both spoken and written English.

Strategic planning and leadership. Lead all customer-facing teams to develop and deliver high-quality customer-focused sites, products, and services, ensuring expectations are clearly outlined to drive forward and manage performance.

Product knowledge.

Innovation in customer service engagement.

Added advantage if staff training completion rate, employee engagement / retention rate in the service team, and zero major safety incidents attributable to the service team.

About the Company

LIEBHERR APPLIANCES KLUANG SDN BHD, a wholly owned unit of Liebherr Group with its headquarters in Germany and the group’s designated global manufacturing hub for its commercial appliances, operates a state-of-art manufacturing plant in Kluang, Johor since year 2007.

Perks and Benefits

Medical Miscellaneous allowance Dental Group Insurance (GHS & Term Life), Medical (Family)

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