Technical Head

Technical Head - Elevators

Monroe Consulting Group, an Executive Recruitment firm, is partnering with an organisation in the Industrial sector to hire a Technical Head - Elevators. This opportunity is based in Kuala Lumpur, Malaysia.

Position Overview

Lead and oversee the Installation, Commissioning, and Maintenance of home lifts across multiple regions.
Drive technical excellence, operational performance, customer satisfaction, and business growth through strategic leadership of the technical function.

Key Responsibilities

Installation & Commissioning

• Oversee end-to-end installation processes, ensuring timely project start, completion, and handover within defined SLAs.
• Plan and allocate resources effectively across multiple projects and regions.
• Monitor installation quality, safety, and compliance standards to meet global benchmarks.
• Track and reduce variation Orders by improving accuracy in site readiness and coordination with the sales and project teams.
• Ensure project efficiency and adherence to planned production timelines.

Maintenance & After-Sales

• Manage the complete maintenance lifecycle – from routine visits and preventive checks to breakdown management and renewals.
• Drive KPIs such as:
  • Maintenance Visits completed on time.
  • Callback ratio reduction through proactive servicing.
  • Repair Order closure time and customer satisfaction index.
  • AMC Renewals and % price increase implementation year-on-year.
• Ensure all service operations align with the company's customer delight framework.

Team & Operations Leadership

• Lead the technical workforce including engineers, supervisors, and field executives.
• Build leadership depth within regional teams through mentoring, performance management, and structured capability development.
• Drive efficiency, accountability, and productivity through data-driven performance tracking and reporting.
• Ensure Active PF compliance and field productivity monitoring across all regions.
• Standardise technical processes and enforce adherence to SOPs across the network.

Financial & Strategic Management

• Drive cost optimisation without compromising on quality, safety, or delivery standards.
• Collaborate with Finance, Operations, and Supply Chain to streamline project cash flows and cost structures.
• Track and improve collections from service contracts and renewal revenue contribution.

Customer Experience & Quality

• Serve as a key stakeholder in driving post-sales excellence, ensuring zero escalations and maximum customer satisfaction.
• Maintain strong coordination with CRM and Sales teams for smooth communication during installation and service stages.
• Collect, monitor, and act on customer feedback, testimonials, and referrals to measure customer delight.
• Drive initiatives that enhance brand reputation through quality performance and service reliability.

Key Requirements

Qualifications & Experience

• 15–20 years of experience in Technical Operations / Installation / Service / Maintenance, preferably in Elevators & Lifts.
• Proven experience managing large-scale, multi-location technical teams (200–300 members).
• Degree qualification in Mechanical, Electrical, or Mechatronics Engineering.
• MBA preferred for senior management roles.

Technical / Functional Expertise

• Strong understanding of installation planning, service operations, and field resource management.
• Ability to oversee Installation, Commissioning, and Maintenance operations across multiple regions.
• Experience driving maintenance KPIs, repair order closure, customer satisfaction metrics, AMC renewals, and service performance.
• Experience in technical process standardisation and SOP implementation.
• Strong capability in cost optimisation, project delivery, operational planning, and service contract management.
• Ability to collaborate effectively with Finance, Operations, Supply Chain, CRM, and Sales functions.
• Experience managing engineers, supervisors, and field executives across regional operations.

Soft Skills & Leadership Competencies

• Excellent leadership, analytical, and communication skills.
• Ability to drive a performance-based culture and align team objectives with business goals.
• Strong mentoring and capability development skills.
• Ability to build leadership depth within regional teams.
• Strong stakeholder management and cross-functional collaboration capabilities.
• Customer-focused mindset with a commitment to service excellence and continuous improvement.