Role Overview

• The Technician Service Leader is a key position responsible for leading and scaling the company’s technical service operations.

• This role owns end-to-end service delivery, technical team performance, and service quality, acting as the bridge between customers, technicians, and management.

• This position is ideal for a hands-on technical leader who is ready to build, stabilize, and elevate a service team, not just supervise daily tasks.

Key Responsibilities

1. Service Operations Ownership

• Lead and manage end-to-end service operations including installation, maintenance, repair, and warranty services for Air Conditioning / Refrigeration systems.

• Plan and control daily service activities to ensure response time, service quality, and customer satisfaction targets are achieved.

2. Technical Team Leadership & Team Building

• Lead, coach, and manage a team of service technicians (field-based and/or in-house).

• Participate in hiring team, including technician evaluation and capability development.

3. KPI, Performance & Cost Control

• Own service KPIs

• Monitor service productivity, manpower utilization, and basic service cost control.

• Prepare service reports

4. Customer & Stakeholder Management

• Build and maintain strong working relationships with key customers and business partners.

• Coordinate closely with Sales, Operations teams to ensure smooth service execution.

Authority & Scope

• Authority to organize daily service operations and technician deployment.

• Strong involvement in technician recruitment, training, and performance evaluation.

• Direct influence on service processes, technical standards, and service improvement initiatives.

Qualifications & Experience

• Bachelor’s Degree in Engineering (Mechanical, Electrical, Refrigeration, or related field).

• Minimum 5 years of experience in technical service, with at least 2 years in a supervisory or team leader role.

• Strong hands-on experience in Air Conditioning or Refrigeration systems, with solid plumbing and electrical knowledge.

• Proven experience leading field technicians and handling service KPIs.

• Strong leadership, communication, and problem-solving skills.

• Proficient in MS Office; experience with service management systems is a plus.