Team Leader Service Field Delivery Operations

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Role Overview

Would you like to join a truly international talent-driven company that values Safety Ethics Quality Innovation and Employee Opportunity

Otis is growing and is looking for aTeam Leader - Service Field Delivery Operations located in Petaling Jaya office. This role is focused on optimizing service workflows improving system efficiencies and relieving administrative load from our frontline teamsultimately enabling better field execution and customer experience.

As a key member of the operations team you will lead process improvement initiatives oversee end-to-end service delivery administration and ensure accurate and timely execution of repair and maintenance support. The ideal candidate must possess strong analytical capabilities and the ability to engage both on the ground and with cross-functional leaders.

Key Responsibilities

Operational Leadership
Lead and manage day-to-day delivery operations processes for field service support ensuring accuracy efficiency and compliance.
Act as a key liaison between Field Operations Sales and internal stakeholders to align on job execution part management and customer fulfillment.
Champion process standardization and implement best practices across field delivery operations.

Process & Workflow Optimization
Oversee and continuously improve end-to-end workflows including repair bookings job closures parts ordering warranty checks and billing documentation.
Coordinate with field technicians to ensure timely and accurate part ordering tracking and service job updates.
Maintain and enhance operational systems (JDE SAP SMS) for accurate data capture and reporting.

Data & System Management
Ensure the accuracy and completeness of service records job data and billing details in relevant ERP and CRM systems.
Manage large volumes of operational data and support performance analytics for delivery efficiency SLA adherence and repair turnaround time.
Drive system-based improvements and workflow automation to minimize manual processing and errors.

Performance Monitoring & Reporting
Track and report on operational KPIs including booking accuracy closure timelines billing errors and job status updates.
Support root-cause analysis for delivery-related issues and implement corrective actions to drive operational excellence.

Stakeholder Engagement & Support
Collaborate with field teams to identify process gaps and provide solutions to improve field efficiency.
Act as the first point of escalation for field service operational issues related to documentation system entries or billing alignment.
Provide training and support to field coordinators and administrative staff to build operational capabilities at the ground level.


Key Requirements
Diploma or Degree in Operations Logistics Business Administration or related discipline.
57 years of experience in service delivery or field operations
Proven track record of managing large data volumes ensuring data integrity and using data to support decision-making.
Analytical mindset with a strong process improvement orientation.
Able to engage effectively with cross-functional teams and frontline technicians.
High attention to detail organized and self-driven.

Apply today to join us and build whats next!

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