Parts & Service Manager
Kuala Lumpur, Malaysia 
JJ Malaysia Sdn Bhd
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The Parts & Service Manager is responsible for leading and optimizing all post-sale support functions, including parts, service, warranty, and technical support. This role ensures a seamless customer experience beyond the point of sale by driving operational excellence, team performance, and commercial results in the aftersales department. You will play a strategic and hands-on role in building customer loyalty, maximizing service and parts revenue, and supporting product lifecycle value through proactive service offerings, preventive maintenance programs, and responsive support. The role involves close collaboration with internal teams, OEMs, and key customers to continuously raise the standard of service delivery, technical capability, and customer satisfaction. A successful Parts & Service Manager brings together technical know-how, commercial insight, and leadership ability to position aftersales as a growth driver for the business.
Responsibilities
Lead and manage the Parts & Service department to deliver high-quality customer support, timely service, and optimal parts availability, ensuring alignment with business goals.
Develop and implement service strategies to maximize workshop efficiency, technician productivity, and customer satisfaction across all service touchpoints.
Drive parts sales and profitability through effective inventory management, forecasting, pricing, and promotion strategies tailored to the target market segment.
Monitor and control departmental KPIs including service turnaround time, first-time fix rate, parts fill rate and customer satisfaction index
Plan and oversee preventive maintenance programs and annual service contracts to build recurring revenue and long-term customer relationships.
Lead, coach, and develop the service and parts team, fostering a high-performance culture with strong technical capability, accountability, and customer focus.
Liaise with suppliers and manufacturers to resolve warranty claims, technical issues, and parts backorders, ensuring minimal service disruption.
Collaborate with sales and project teams to support equipment commissioning, troubleshooting, and after-sales service opportunities.
Oversee workshop operations including job allocation, diagnostics, quality control, HSE compliance, and service documentation.
Stay ahead of industry trends and new technologies, incorporating innovation into service offerings and parts strategy where appropriate.
Manage departmental budgets and cost control, ensuring efficient resource allocation, profitability, and reporting to senior management.
Build and maintain strong customer relationships, ensuring timely communication, complaint resolution, and service excellence.
Qualifications
Education & Certifications
- Bachelor’s Degree in Mechanical/ Electrical/ Electronics Engineering, Automotive Technology or a related technical field.
Experience
- Minimum 5–8 years of experience in a parts and service environment, with at least 3 years in a supervisory or managerial role.
- Proven track record of managing service teams, parts inventory, and customer support in a machinery, equipment, or technical service industry.
- Experience working with ERP systems (SAP, or similar) for service orders, inventory, and reporting.
Technical Skills
- Strong knowledge of mechanical and electrical systems related to turf equipment, irrigation systems, or agricultural machinery.
- Solid understanding of warranty processes, diagnostic tools, and preventive maintenance programs.
- Competence in reading schematics, technical manuals, and using service software tools.
Leadership & Business Skills
- Strong leadership, coaching, and team development capabilities.
- Ability to manage departmental budgets, KPIs, and profitability targets.
- Excellent communication skills for engaging customers, suppliers, and internal stakeholders.
- Commercial awareness to identify opportunities for service upselling, parts campaigns, and customer retention.
Other Qualities
- High attention to detail with strong problem-solving and decision-making abilities.
- Customer-first mindset with a track record of driving service excellence.
- Flexibility to travel, visit job sites, or assist in field diagnostics when needed.
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