The Head of Customer Service Hub, Malaysia will be responsible for leading Siemens' nationwide Data Centre Service organization, ensuring operational excellence, customer satisfaction, profitability, and sustainable growth across service contracts and lifecycle services.
The position leads a multidisciplinary organization comprising Service Engineers, Field Service Teams, Project Engineers, Service Sales, Service Partners, and Vendors to deliver world-class support for mission-critical Data Centre customers. The role is accountable for ensuring service delivery performance in accordance with committed Service Level Agreements (SLAs), including 24/7 support operations, emergency response services, preventive maintenance programs, technical support, modernization projects, and lifecycle management.
The successful candidate will drive business growth through Service Level Agreement (SLA) sales, service portfolio expansion, aftermarket business development, and long-term customer relationship management across Data Centres and other key vertical industries.
You'll make a difference by
• Leading the Malaysia Data Centre Service Hub by overseeing nationwide service operations for mission-critical customers, ensuring high standards of safety, quality, responsiveness, and customer satisfaction.
• Delivering reliable 24/7 service performance by managing service level commitments, emergency response, escalation processes, business continuity plans, and key service performance measures.
• Driving technical excellence across electrical service portfolios by guiding teams on medium voltage, low voltage, protection and automation, power monitoring, digitalization, lifecycle, and modernization solutions
• Managing field service and project execution by ensuring safe delivery of maintenance, commissioning, retrofit, troubleshooting, modernization, workforce planning, site mobilization, and project outcomes across multiple customer locations.
• Growing the service business by leading service sales, expanding service contracts, developing lifecycle and modernization opportunities, strengthening customer relationships, and identifying new market opportunities.
• Building a high-performing service organization by leading managers, engineers, field service teams, sales teams, partners, and vendors while driving profitability, capability development, succession planning, and operational productivity.
Your defining qualities
• Extensive service leadership experience with at least 15 years in service management, customer service operations, or service business leadership, including at least 8 years leading large service organizations.
• Strong engineering foundation with a degree in Electrical Engineering, Power Engineering, Automation Engineering, or a related discipline; an MBA would be an added advantage.
• Proven experience in mission-critical environments including Data Centre infrastructure, nationwide multi-site service operations, 24/7 support models, and SLA-based service contracts.
• Solid technical knowledge of power and automation systems covering medium voltage switchgear, low voltage distribution, protection relays, SCADA, power quality, electrical asset management, and digital service or remote monitoring platforms.
• Commercial and financial leadership capability with experience in service business growth, customer relationship management, contract negotiation, sales leadership, budgeting, forecasting, and P&L ownership.
• Confident people and stakeholder leadership with the ability to lead cross-functional teams, manage change, build strong customer relationships, make sound decisions under pressure, and foster a collaborative, customer-focused, safety-led culture.
What we offer
• Flexibility: Inclusive and flexible working environment with hybrid and remote options.
• Welfare: Comprehensive welfare programs and health insurance extendable to your family; professional accident insurance.
• Growth opportunities: Continuous and individual learning journeys.
• Inclusive culture: A team culture where you can be yourself.
Recruitment Process
• CV Screening
• Talk with our recruiter to get to know your motivation & your experience
• 1-3 Business Interviews
• Offer
Come join us, and #TransformTheEveryday through technology!
Siemens is an equal opportunity employer, offering a safe and inclusive work environment, based on mutual respect and the appreciation of uniqueness, guaranteeing equal employment opportunities to all qualified candidates to unleash their full potential.
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