Service Operation Manager (Jakarta Based) – Warehousing & Logistics Solutions
Talent Hunts Indonesia is an Executive Search Agency based in Jakarta, currently working with a leading global solution provider for intralogistics, automated warehousing, and material flow software systems, who are looking for a highly dynamic and commercially driven Service Operation Manager. Based in Jakarta, this pivotal leadership role is responsible for driving the overall profitability, operational execution, and commercial growth of the Customer Service (CS) business unit in Indonesia. Managing both manual/semi-automatic systems and fully automated warehouse maintenance contracts, the ideal candidate will combine strong technical engineering literacy, high-level client relationship management, and proven leadership to maximize field team utilization and service contract renewals.
Responsibilities:
P&L & Commercial Management: Drive the overall profitability of the country’s Customer Service business line, consistently achieving monthly and annual Service Sales revenue and Earnings Before Tax (EBT) budgets.
Service Sales & Enquiry Execution: Proactively lead the pipeline for all CS inquiries, maintenance contracts, spare parts, retrofits, and software service extensions across all business units.
Team Leadership & Capacity Optimization: Supervise, coach, and mentor field engineers and service technicians; drive technical capability development to ensure high team utilization rates and service excellence.
Customer Relationship & Account Management: Maintain active, routine communication with key logistics and warehouse clients to secure high customer satisfaction, long-term retention, and service contract renewals.
Escalation Management: Serve as the Single Point of Contact (SPOC) for high-priority operational escalations between client organizations and internal engineering teams.
Global Systems & Governance Adoption: Ensure full deployment and operational compliance with core global CS tools and platforms (such as Salesforce, CMMS, JIRA, and proprietary service management portals).
Service KPI Governance: Monitor key operational metrics, including mean time to repair (MTTR), preventive maintenance completion rates, SLA compliance, and overall field efficiency.
Requirements:
Diploma or Bachelor’s Degree (S1) in Engineering (Mechanical, Electrical, Mechatronics, Industrial, or related discipline).
Minimum 5 years of experience in managing technical service teams, team capacity, and field operations.
Proven track record in a commercial service setting within Intralogistics, Automated Storage and Retrieval Systems (ASRS), Material Handling Equipment (MHE), Industrial Automation, or Packaging Machinery.
Solid understanding of service KPIs, service sales strategies, and service contract management.
Fluent in English (both written and spoken) for regional/global reporting and technical alignments.
Strong leadership, customer-centric mindset, strategic negotiation skills, and high emotional intelligence.
Quality or Safety Officer certification (such as K3 Umum or equivalent) is advantageous.
Willingness to travel regularly across Indonesia for site audits and client meetings.
Willing to be based in Jakarta.
Gedung Treasury Tower 1, Lt.7 Unit F. Jl. Jend. Sudirman Kav 52-53 Kebayoran Baru Jakarta Selatan Telephone (021) 50208136