General Description:
The Head of Service is responsible for leading and growing the Service business in Thailand, with full accountability for service maintenance, repair sales, contract renewals, portfolio growth, and operations. The role has a strong commercial and customer-facing focus and requires a proven service sales leader who can expand the service portfolio, strengthen repair sales and NSG secure renewals at healthy margins, and enhance the company's position in the Thailand elevator and escalator market while ensuring safe, reliable, and efficient operations in line with company standards and Thailand statutory requirements.
The role requires a commercially driven leader who can effectively manage key customer relationships, drive execution in a fast-paced and high-pressure environment, and collaborate closely with customers, operations teams, and regional stakeholders to deliver sustainable business growth.
Skills, Competencies and Experience:
- Bachelor's degree in Engineering, Business Administration, or related discipline; additional commercial or management qualifications are an advantage.
- At least 10 years of relevant experience in the elevator/escalator industry or related technical service industries such as HVAC, with a proven track record in leadership roles directly responsible for service sales, repair sales, NSG, contract renewals, and portfolio growth in Thailand.
- Strong commercial acumen with demonstrated success in driving revenue growth, margin improvement, pricing strategy, budgeting, forecasting, and sales performance management through KPIs.
- Strong understanding of the Thailand service market, including customer segments, competitive landscape, pricing practices, contract structures, and tender processes.
- Strong customer-facing capability with proven experience in key account management and building long-term strategic customer relationships.
- Solid operational understanding of service maintenance and repair operations, with the ability to align operations and technical support to business and customer commitments; however, the role is expected to remain more commercially focused than deeply technical.
- Demonstrated leadership capability to build, motivate, and develop high-performing service sales and operations teams while fostering a customer-centric and performance-driven culture.
- Ability to operate effectively under pressure, manage multiple priorities, and drive execution in a dynamic and competitive business environment.
- Strong stakeholder management and collaboration skills across customers, operations teams, and regional management.
- Excellent communication, presentation, negotiation, and influencing skills, with the ability to engage senior stakeholders internally and externally.
- Good command of written and spoken English.
Responsibilities and Tasks:
- Develop and execute the Thailand service sales and business development strategy to grow maintenance, repair, modernization support, and value-added service portfolios.
- Drive service sales performance, including repair sales, NSG, contract renewals, portfolio retention, and portfolio expansion.
- Set clear sales and operational targets, monitor pipeline and performance, and ensure accountability for achieving revenue, margin, and growth objectives.
- Identify, pursue, negotiate, and secure new service contracts, renewals, repair opportunities, and service expansions with developers, building owners, facility managers, and key customers.
- Build and maintain strong long-term relationships with key accounts and act as a trusted advisor for service solutions and customer needs.
- Define operational targets and budgets for service delivery, including response times, service quality, cost control, and resource allocation.
- Lead and oversee service maintenance and repair operations to ensure safe, reliable, compliant, and high-quality service delivery.
- Ensure effective planning and execution of preventive maintenance, call-backs, breakdown repairs, emergency response, and standby services while improving response times, equipment uptime, and first-fix rates.
- Align operational resources, manpower planning, and technical support with commercial commitments to ensure customer satisfaction and delivery performance.
- Drive continuous improvement in service productivity, operational efficiency, quality standards, and customer experience using performance metrics and process improvements.
- Lead, coach, and develop service and service sales teams by setting KPIs and fostering a strong commercial and customer-focused culture.
- Champion customer satisfaction and quality initiatives, resolving escalated customer issues and implementing improvements based on customer feedback.
- Manage and support service P&L responsibilities, including budgeting, forecasting, pricing strategies, profitability analysis, and implementation of corrective actions where required.
- Prepare and present regular reports on service sales performance, operational KPIs, customer satisfaction, and financial results to senior management.
- Perform any other ad hoc projects or duties as assigned.
