Senior Service Engineer

Position Summary Reporting to the Department Manager, Senior Service Engineer leads the day-to-day operations of the service team, ensuring efficient and high-quality service delivery to customers, while supporting the Parts team in achieving sales targets through technical input and customer engagement. The incumbent also supports the sales team on tender submissions, providing technical input into equipment proposals. • Supervise and coordinate the service team's daily work to achieve service quality, productivity and customer satisfaction targets. • Ensure service jobs are completed to manufacturer and Principal repair standards, and that warranty claims are submitted accurately and on time. • Support the Parts team in identifying and converting parts sales opportunities arising from service work. • Support the sales team with technical input on tender proposals. Job Description 1. Service Delivery & Team Supervision i Supervise and coordinate the service team's daily work schedule and job assignments to ensure timely, quality completion of service jobs. ii Ensure repairs and servicing are carried out in accordance with manufacturers' and Principals' repair standards and guidelines. iii Provide hands-on technical guidance to service technicians and handle escalated or complex technical issues. iv Monitor workshop equipment, special tools and service vehicles to ensure they are adequate, safe and well maintained. v Prepare and submit warranty claims to Principals in a timely manner and maintain proper supporting documentation. vi Ensure timely completion of any reworks or service campaigns required by Principals. vii Track and report service KPIs (e.g. job turnaround time, customer satisfaction) to the Department Manager. 2. Support for Parts Sales i Work closely with the Parts and Sales team to flag servicing opportunities that translate into parts sales, such as identifying worn or faulty parts during service jobs. ii Support cross-selling and up-selling of parts to customers during service visits. iii Provide technical input to the Parts team on product application and compatibility. iv Assist the Parts team in following up with inactive customers on servicing needs. v Maintain strong relationships with customers to gather market information to stay ahead of competition. 3. Support for Golf Equipment Sales i Support the sales team in preparing technical proposals for tenders, including recommending suitable equipment configurations. ii Provide technical input on equipment specifications and application suitability during tender preparation. iii Assist in compiling technical documentation required for tender submissions. iv Liaise with Principals, where required, to obtain technical and product information to support tender proposals. 4. Quality & Customer Service i Ensure service records and technical documentation are properly maintained and secured against misplacement or unauthorised removal. ii Address customer feedback or complaints relating to service quality, escalating unresolved issues to the Department Manager. iii Support implementation of T&I Quality and Service Standards at the operational level. 5. Team Supervision & Development i In charge daily manpower scheduling within the service team. ii Provide on-the-job coaching and identify training needs of service technicians, feeding into the Department's training plan. iii Support onboarding of new service team members. iv Provide input into performance reviews of service team members, for the Department Manager's endorsement. 6. EHS and Housekeeping i Maintain proper housekeeping and discipline within the workshop to improve operational efficiency while upholding the Company's image. ii Ensure observation of safety precautions and practices at all times to minimise risk to self and others, and damage to equipment and the workplace. Job Requirements • Diploma/Degree in Mechanical/Engineering discipline or equivalent • Minimum 8 years of service experience, including experience supervising technicians. • Familiarity with OEM/Principal warranty and service standards. • Working knowledge of sales processes and contract terms, sufficient to support the Parts and Sales team effectively. • Good knowledge of Environment, Health and Safety (EHS) requirements. • Proficient in MS Office applications • Proficient in using SAP Business Warehouse (BW) for service/sales information • Proficient in using CRM for opportunity tracking • Proficient in English, proficiency in an additional Asian language is an advantage • Strong problem-solving, analytical and organisational skills, with the ability to prioritise and manage multiple tasks simultaneously. • Good communication, interpersonal, and influencing skills • Proactive, self-motivated and able to work independently