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OCS Manager

Req ID:  27292
Posted on:  07-Mar-2023

Selangor (MY01), Malaysia

Department:  Customer Projects Deployment & Services (50015775)
Job Family:  Sales and Customer Support



Operation and Customer Service Manager


Purpose of the function

Manage all the services associated with one or several solutions/systems delivered




  • As designated Point of Contact (PoC), manage customer accounts for solutions/systems delivered
  • Establish and maintain operation & customer service organization to ensure contractual services are delivered within budget while meeting defined objectives within an SLA, KPIs and other contractual requirements and approved operational standards
  • Following of the policies and processes according to the Integrated Management System
  • Ensure customer expectations and satisfaction are met or exceeded in developing strong account management relationships including producers
  • Establish and maintain a support environment to respond to customer requests and incident reports; determine underlying causes to reduce incident report levels
  • Work with customers to expand and broaden business beyond existing business levels
  • Establish, maintain and oversee processes to ensure order processing, billing and other commercial arrangements are executed in support of contracts
  • Establish and manage external networks and arrangements to provide contract resources and services to meet contract requirements in the most cost effective manner
  • Recruit, develop and agree performance standards for the local operations team
  • Coordinate and lead branches’ operations
  • Ensure records and archives are maintained to support business requirements
  • Assist other operation & customer service teams in improving global operation & customer service standards and procedures
  • Lead continuous improvement projects to improve KPI’s and productivity
  • Support deployment of solution/system under supervision of Project Management and System Integration by building, training and making operation & customer service team available on a timely manner.
  • Manage subcontractors in case work externalization
  • Support and manage local maintenance and operational teams




  • Bachelor's degree or equivalent working experience in Service Delivery, Maintenance or Chemical Engineering area, preferable in international companies with headquarters abroad
  • Oil industry or similar process industry experience is essential
  • Work location in Phillipines
  • Experience with laboratory equipment / sampling / testing is a plus
  • Conversant with the Engineering Stds such as API, NFPA, ASME, BS / EN etc. and industry standards such as SHELL, PETRON etc.
  • Experience in Health & Safety within Oil & Gas environment is a plus
  • 10 years in a comparable position
  • Excellent customer relationship capabilities
  • Strong analytical and problem solving skills with acumen towards escalation management
  • Demonstrated leadership in service and customer orientation with excellent customer relationship skills
  • Results oriented and goal driven achievement with strong quality focus
  • Experience in asset management, including asset planning, inventory, tracking and auditing
  • Experience in production and manufacturing environment is a plus
  • Fluent in English



Personal qualities and abilities

  • Excellent people leadership and interpersonal skills
  • Effective communicator, innovative and good influencing skills
  • Proven ability to lead and manage a specialist, high performing and multi-cultural team. Setting and clearly communicating direction and performance standards to ensure all staff are motivated to achieve business goals
  • Ability to engender positive and reliable work attitude when confronting with high pressure business situations


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