After-Sales Service Manager

Key Responsibilities & Accountabilities 1. Service Operations & Hotline Management - 20% Establish and manage Hotline / Call Centre operations to ensure timely response to incidents and service requests. Monitor ticketing workflows, ensuring accurate logging, tracking, and closure of service cases. Define and enforce SLA/KPI standards for response and resolution times. Coordinate incident escalation and communication with internal and external stakeholders. 2. Preventive Maintenance & Corrective Services - 20% Plan and oversee preventive maintenance (PM) activities for critical data centre systems, including: Electrical systems (LV/MV switchgear, UPS, generators) Mechanical systems (chillers, CRAH/CRAC units, pumps) Control systems (BMS, SCADA, EPMS) Ensure timely execution of corrective maintenance and emergency breakdown response. Review maintenance reports and ensure compliance with contractual and technical standards. 3. Vendor & Supplier Management - 20% Manage multiple OEM vendors and service providers to deliver consistent service quality. Evaluate vendor performance against SLAs and drive corrective actions. Lead regular service review meetings and performance reporting. Ensure vendors comply with site safety, quality, and documentation requirements. 4. Continuous Improvement - 20% Identify recurring issues and drive root cause analysis (RCA) and corrective/preventive actions. Develop and implement process improvements and SOPs for service delivery. Optimize service workflows, cost efficiency, and response effectiveness. Promote digitalization and automation in service tracking and reporting. 5. Future Operations Capability (7×24) - 20% Prepare for and potentially manage 24/7 on-site operations team. Support setup of operational structure, staffing model, and shift arrangements. Ensure high availability and reliability of critical infrastructure systems. Qualifications & Requirements Education: Bachelor’s degree in electrical, Mechanical Engineering or related field. Experience: Minimum 3-years of experience in datacentre, critical facilities, or similar environments. Proven experience in after-sales service, maintenance, or FM operations. Strong vendor and contract management experience. Experience setting up call centre or service desk operations. Certifications/Licenses: Uptime AOS is preferred. Certification in project or service management (e.g., ITIL, PMP) is a plus. Technical Skills: Familiar with DLP (Defects Liability Period) service delivery model. Strong communication and stakeholder management skills. Understand root cause analysis methods. Traits & Behaviours: Excellent problem-solving and incident management capability. Ability to manage multiple stakeholders and vendors. Data-driven mindset with continuous improvement focus. Ability to work in a fast-paced, high-availability environment. Solid understanding of SLA/KPI-driven service environments. Language Requirements: Fluent in English (written and spoken). Proficiency in Mandarin Chinese is preferred to support effective communication and coordination with China-based suppliers. Physical Requirements: Able to attend site inspections and emergency callouts when required. No colour blindness (due to critical equipment identification requirements). #J-18808-Ljbffr Infratrak