Remark:
1. Only ENGLISH application acceptable!
2. Only shipping / marine working experiences will be considered.

About the Role

We are seeking an experienced Service Manager to lead and oversee our after-sales support operations for marine equipment. This role is pivotal in ensuring the delivery of high-quality technical services, optimizing operational efficiency, and driving continuous improvement across service processes. The ideal candidate will possess strong leadership capabilities, technical expertise, and a proactive approach to managing customer relationships.

As the Service Manager, you will be responsible for coordinating with cross-functional departments, and upholding compliance with international maritime standards. You will play a key role in strengthening client satisfaction through prompt issue resolution, structured feedback and sustained technical support.

Key Responsibilities

1. After-sales Service Management

· Establish and continuously improve after-sales service systems for delivered equipment, including standardised processes, service protocols, and quality standards.

· Coordinate with domestic and international technical teams to address customer complaints, diagnose faults, and develop repair solutions, ensuring prompt response and resolution.

· Analyse key service metrics (e.g., response times, resolution rates, customer satisfaction scores) to identify trends and implement performance improvement initiatives.

· Oversee multiple after-sales projects simultaneously, including the development of contingency plans for critical failures to ensure rapid mobilization of resources.

· Track and evaluate failure types, frequency, and resolution timelines to detect and identify recurring issues and support product, process or service improvements.

· Assign and monitor service tasks to ensure 24-hour response compliance and quality control.

2. Customer Relationship Management

· Maintain long-term communication with key stakeholders such as shipowners, shipyards, and agents, ensuring ongoing technical support and identifying opportunities for repeat business.

· Organise customer training programs covering equipment operation, maintenance, and emergency handling procedures.

· Maintain accurate and up-to-date customer records; conduct satisfaction surveys and identify and address service gaps to improve workflows, spare parts readiness, and overall service experience.

· Structure and analyse customer feedback to extract lessons learned and integrate them into product development, service enhancements, and sales strategies to support continuous improvement and customer satisfaction.

3. Spare Parts & Supply Chain Coordination

· Manage after-sales spare parts inventory, optimizing procurement, stock levels, and allocation to ensure efficient and timely repairs.

· Coordinate with suppliers and internal production teams to monitor spare parts quality, availability, and delivery schedules.

· Monitor service budgets to ensure cost control while maintaining high standards of service and repair quality.

4. Team Leadership

· Lead, mentor, and develop the after-sales service function, assigning tasks, setting performance expectations, and promoting a culture of technical excellence and customer focus.

· Collaborate with cross-functional teams to address and resolve complex equipment or service issues.

· Support seamless post-installation transitions by coordinating between installation teams and after-sales service units, ensuring smooth handovers and ongoing customer support.

5. Compliance & Reporting

· Ensure full compliance with international maritime regulations (e.g., IMO, ISO) and internal quality and safety standards.

· Prepare comprehensive after-sales service reports, providing actionable insights to management on customer issues, market trends, and opportunities for product improvement.

Requirements

· Education: Degree or equivalent qualification in Naval Architecture, Marine Equipment, Mechanical, Electrical, Automation or Hydraulic Engineering, or a related discipline.

· Experience: 10+ years experience in marine equipment after-sales service, with at least 3 years experience of managing a team.

· Industry Knowledge: Prior experience in shipyards with marine equipment and manufacturers, and/or classification societies is a plus.

· Extensive experience in troubleshooting, repairing, and commissioning marine equipment; ability to interpret technical drawings and manuals in English.

· Communication Skills: Excellent verbal and written communication skills with the ability to influence. Must be fluent in Mandarin and English (both written and verbal).

· Key Skills and Competencies: Strong communication, coordination and customer service skills, with the ability to build and maintain long lasting relationships.

· Travel: travel will be required as part of this role, so a willingness to travel and respond to emergencies is a must.

What to Expect

· Make Waves Contribute to a sustainable future by decarbonising the maritime industry and fighting climate change.

· Career Take-off Develop your skills in a company that puts people first by offering training and leadership development, and strong career progression opportunities.

· Innovation Stations Solve real-world challenges with cutting-edge tech and creative problem-solving.

· Team Spirit Collaborate with experts from engineering, production and projects as we decarbonise the industry together.

· Career Take-off Develop your skills in a company that puts people first by offering training and leadership development, and strong career progression opportunities.

· Around the World Collaborate with an international team that’s driving change on a global scale.

· Own it Take ownership of your projects and bring fresh, innovative solutions to life.