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Service Excellence Manager
Customer Service Call Centre
Company shared salary
NA
Market rate
RM6,000–RM10,000/mo (RM72,000–RM120,000/yr)
Based on similar roles (title + domain + location).
About the Company
General Information Req WD00103633 Career area: Services Country/Region: Malaysia State: Selangor City: Petaling Jaya Date: Tuesday, August 18, 2026 Working time: Full-time Additional Locations: Malaysia - Selangor - Petaling Jaya Why Work at Lenovo We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US 83 billion revenue global technology powerhouse, ranked 153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world's largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). This transformation together with Lenovo's world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.
About the Role
Summary - The Service Excellence Manager is accountable for ensuring services are delivered in line with agreed SLA commitments, while driving structural improvements and transformation across service operations. This role requires regional, end to end experience managing service parts operations, including warehouse operations, logistics flows, service parts refurbishment, and returns management, as well as ensuring that field service providers execute repairs within SLA. The role ensures that both the physical service parts ecosystem and field service execution work together to support consistent service delivery, operational efficiency, and cost control. In addition to owning day to day service outcomes, the role is expected to lead operational optimization and transformation initiatives, redesigning warehouse, logistics, and service execution models to improve efficiency, reliability, and cost performance. The role balances run the business accountability for SLA delivery with change the business transformation across service operations.
Responsibilities
- ● Service Delivery & SLA Ownership
- ● Own end to end service performance, ensuring services are delivered according to defined SLAs.
- ● Act as the accountability point to ensure service parts readiness and field service execution jointly support timely repairs.
- ● Identify risks to SLA arising from parts availability, warehouse operations, logistics flows, refurbishment, or field service execution delays, and drive corrective alignment.
- ● Provide clear operational prioritization and guidance to protect SLA performance across regions and service partners.
- ● Field Service Execution & Service Parts Readiness
- ● Ensure field service providers complete repairs within required SLA and turnaround time.
- ● Work closely with service providers to monitor repair progress and address delays related to execution, technician availability, or process adherence.
- ● Partner with service parts, warehouse, and logistics teams to ensure parts are available, positioned, and flowing effectively to support field service execution.
- ● Drive alignment between field service providers and service parts teams to minimize repair delays caused by parts shortages or logistics inefficiencies.
- ● Faulty Parts Return & Refurbishment Management
- ● Ensure faulty and used parts are returned, refurbished, or dispositioned within defined timelines and policies.
- ● Work with service providers, parts teams, and logistics partners to ensure refurbishment and return flows are efficient, compliant, and support service readiness.
- ● Identify systemic issues in refurbishment and returns that impact parts availability, inventory health, or SLA performance, and drive improvements in partnership with owning teams.
- ● Operational Optimization & Transformation
- ● Act as a key interface between service delivery, field service, service parts operations, and transformation initiatives.
- ● Lead initiatives to optimize and transform warehouse, logistics, and service execution models supporting service delivery.
- ● Identify opportunities to improve repair cycle time, operational efficiency, scalability, and cost structure.
- ● Drive transformation efforts including process redesign, network optimization, flow simplification, and tooling or system enhancements.
Requirements
- ● Bachelor's degree in Business, Engineering, Operations, or a related discipline.
- ● -8+ years of experience in service operations, field service support, service parts operations, logistics, or after sales environments.
- ● Proven regional experience managing service parts operations end to end, including warehouses, logistics, and refurbishment.
- ● Additional Locations:
- ● Malaysia - Selangor - Petaling Jaya
- ● Malaysia - Selangor
- ● Malaysia - Selangor - Petaling Jaya
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