Regional HVAC After Sales Manager (ASEAN) | Malaysia

Company Background 

Our client focusing on climate-control and HVAC solutions for data centres and industrial facilities. Its product range includes liquid cooling systems, precision air conditioners, modular integrated cooling plants and dry coolers, with services covering system design, installation and maintenance for Southeast Asian customers.

Job Summary

Oversee the establishment and operation of the after-sales service system across 6 Southeast Asian markets (Malaysia, Thailand, Indonesia, Vietnam, the Philippines, and Singapore). Manage core functions including air-conditioning installation and commissioning, repair services, paid maintenance, service dispatch, spare parts warehousing, and customer relationship management. Serve as the key liaison between China headquarters and local teams to ensure efficient service delivery and continuous improvement of customer satisfaction. 

Job Description

1. After-Sales Service System Establishment: 

Build the local after-sales service system from the ground up; develop and continuously optimize SOPs for installation, repair, maintenance, and complaint handling; ensure effective implementation of headquarters' after-sales policies and technical standards at the local level. 

2. Team Management & Development: 

Lead recruitment, training, scheduling, andperformance management of the local after-sales team; develop local talent andbuilda sustainable leadership pipeline.During the initial team-building phase, deepinvolvement in frontline installation, repair, and customer service is required—personally leading the team to implement service standards and processesuntil the team can operate independently. 

3. Service Dispatch & Operations: 

Allocate resources and assign service tasks based on customer requirements and technician competencies; monitor response times and customer satisfaction; escalate and resolve major customer complaints and emergency incidents. 

4. Spare Parts Warehouse Management: 

Plan, establish, and operate spare parts warehouses; define safety stock levels and manage inventory inbound/outbound processes; coordinate with headquarters' supply chain to ensure parts availability while controlling inventory costs. 

5. Cross-Department Coordination & Headquarters Liaison: 

Serve as the primary liaison between China headquarters and local teams; report regional after-sales operational data on a regular basis; coordinate cross-regional issues involving technical support, spare parts, and logistics. 

6. Customer Relationship Management: 

Establish customer profiles and service record systems; monitor service experience for key accounts; handle escalated complaints and safeguard brand reputation.

Job Requirements

• Education Bachelor's degree or above; preferred majors include Engineering, Electrical, Mechanical, Automation, or HVAC. 
• Work Experience Minimum 2 years of experience in after-sales service, engineering services, or operations and maintenance management.
• Minimum 3 years of team management experience; candidates with experience managing teams of 15+ or cross-border management experience are preferred.
• Candidates with experience in building a service system from scratch are preferred.
• Solid understanding of after-sales service process design and operations management.
• Experience in spare parts inventory management.
• Experience in service dispatch and resource allocation.
• Basic technical acumen to assess and diagnose technical issues; hands-on repair skills not required.

Location: Based at Iskandar Puteri, Johor.

Salary range: Up to RM16k