Head of Service, TKE (Indonesia)

General Description:The Head of Service is responsible for leading and growing the Service business in (Indonesia) with full accountability for service maintenance, repair sales and operations. The role has a strong commercial and customer-facing focus and requires a proven service sales leader who can expand the service portfolio, secure renewals at healthy margins and strengthen the company's position in the (Indonesia) elevator and escalator market, while ensuring safe, reliable and efficient operations in line with company standards and (Indonesia) statutory requirements.

Skills, Competencies and Experience:

• The successful candidate is expected to meet the following requirements:
• Bachelor's degree in engineering, Business Administration or related discipline; additional commercial or management qualification are an advantage.
• At least 8-10 years of relevant experience in elevator / escalator or related technical services industry, i.e. HVAC, with proven track record in a leadership role directly responsible for service sales and portfolio growth in (Indonesia).
• Deep understanding of the (Indonesia) service market, including key customer segments, competitive landscape, typical contract structures, pricing practices and tender processes.
• Strong customer relationship and key account management skills, with the ability to develop long-term partnerships and act as a trusted advisor on service solutions and solid knowledge of service operations would be an advantage.
• Demonstrated leadership capability: able to build, motivate and develop high-performing service sales and operations teams, drive change and foster close collaboration between sales and field operations.
• Strong commercial acumen, including experience in budgeting, forecasting, pricing strategies, margin management and use of KPIs to steer sales performance.
• Excellent communication, presentation and influencing skills, with the ability to engage and convince senior-level stakeholders internally and externally.
• High customer orientation and result-driven mindset, strong problem-solving skills and the ability to manage multiple priorities in a competitive and fast-paced environment.
• Good command of written and spoken in English.

Responsibilities and Tasks:

• Develop and execute the service sales and business development strategy in (Indonesia) to grow maintenance, repair and value-added service portfolios.
• Set clear service sales targets, monitor pipeline and performance, and ensure accountability for achieving revenue and margin objectives.
• Identify, pursue and negotiate new service contracts, renewals and service expansions with key customers, including developers, building owners and facility managers.
• Build and maintain strong, long-term relationships with key accounts, acting as a senior contact point and trusted advisor on service solutions.
• Define operational targets and budgets for service delivery, including response times, service quality, cost control and resource allocation.
• Oversee service maintenance & repair operations to ensure safe, reliable and high-quality service delivery.
• Ensure effective planning and execution of preventive maintenance, call-backs, repairs and standby services, with a focus on improving response times, first-fix rates and equipment uptime.
• Align operational capacity, resource planning and technical support with sales commitments to safeguard customer satisfaction and contract performance.
• Oversee preventive maintenance, breakdown repair, emergency response and technical support to ensure safe, reliable and compliant service delivery.
• Drive continuous improvement in service processes, productivity and cost efficiency using performance metrics and method improvements.
• Lead, develop and motivate the service and service sales teams, setting KPIs, providing coaching and fostering a high-performance, customer-centric culture.
• Champion customer satisfaction and quality initiatives, resolving escalated customer issues and implementing improvements based on feedback.
• Manage and support service P&L, including budgeting, pricing strategies, profitability analysis and implementation of corrective actions where needed.
• Prepare and present regular reports on service sales, operational performance, customer satisfaction and financial results to senior management.
• Perform any other ad hoc projects or duties as assigned.