📍 Job Overview

• Job Title: Assistant Manager - Service Customer Support
• Company: Veralto Global
• Location: Petaling Jaya, Selangor, Malaysia
• Job Type: Full-Time
• Category: Customer Support Management
• Date Posted: June 25, 2025

🚀 Role Summary

• Manage and lead the Service Operations team responsible for on-time service jobs arrangements and fulfillment of service contract requirements.
• Collaborate with internal teams to create strategies aligning with company goals and ensure timely service order fulfillment, enhancing customer experience.
• Identify process gaps and implement improvements to optimize order fulfillment.

📝 Enhancement Note: This role requires a strategic mindset, strong leadership skills, and a customer-centric approach to drive operational excellence in service customer support.

💻 Primary Responsibilities

• Team Management: Lead and manage a team of customer service coordinators and schedulers, fostering a collaborative and productive work environment.
• Order Fulfillment Planning: Prepare weekly order fulfillment plans, ensuring resource allocation and scheduling meet service demands and contract requirements.
• Contract Execution: Plan and oversee timely service contract execution, adhering to contract terms and conditions.
• Process Improvement: Identify inefficiencies and gaps in order fulfillment processes, proposing and implementing improvements to enhance customer experience and service quality.

📝 Enhancement Note: Successful candidates will have a proven track record in process improvement, demonstrating the ability to analyze complex operations and drive change to enhance performance.

🎓 Skills & Qualifications

Education: Bachelor's degree in business; an MBA would be an asset.

Experience: A minimum of 5 years in customer service or support, with at least 2 years in a management or supervisory role.

Required Skills:

• Proven leadership and team management skills
• Strong communication, negotiation, and interpersonal skills
• Excellent planning and organizational skills
• Ability to thrive in a dynamic and fast-paced work environment
• Knowledge of water analysis technology (a plus)

Preferred Skills:

• Experience in process improvement and project management
• Familiarity with CRM software and customer service tools
• Bilingual or multilingual skills (Malay/English)

📝 Enhancement Note: Candidates with experience in managing customer service teams in a technical or industry-specific context will have a competitive advantage in this role.

📊 Web Portfolio & Project Requirements (N/A - Customer Support Role)

💵 Compensation & Benefits

Salary Range: RM 8,000 - RM 12,000 per month (based on industry standards for a mid-level customer support management role in Malaysia)

Benefits:

• Competitive salary package
• Performance-based bonuses
• Medical and dental insurance
• Retirement savings plan
• Employee discounts on Veralto products and services

Working Hours: Full-time, Monday to Friday, 9:00 AM to 5:30 PM, with flexibility for occasional overtime and on-call duties during peak periods.

📝 Enhancement Note: Salary range is based on market research for mid-level customer support management roles in the Klang Valley, Malaysia. Benefits may vary based on the company's current benefits package.

🎯 Team & Company Context

🏢 Company Culture

Industry: Water treatment and management services

Company Size: Medium-sized, with a global presence and a strong focus on customer satisfaction and operational excellence.

Founded: 1995

Team Structure:

• Service Operations team (Customer Service Coordinators, Schedulers, and Assistant Manager)
• Internal teams: Sales, Marketing, Technical Support, and Operations

Development Methodology: Agile and customer-centric approach, focusing on continuous improvement and adaptation to meet evolving customer needs.

Company Website: Veralto Global

📝 Enhancement Note: Veralto Global is a well-established company in the water treatment industry, with a strong focus on customer satisfaction and operational excellence. This role offers an opportunity to grow within a stable and established organization.

📈 Career & Growth Analysis

Customer Support Management Career Level: This role is an Assistant Manager position, responsible for leading a team and driving operational excellence in service customer support. The next career progression step could be a Manager or Senior Manager role, overseeing multiple teams or regions.

Reporting Structure: The Assistant Manager reports directly to the Head of Customer Support or a similar senior role within the organization.

Technical Impact: This role has a significant impact on customer satisfaction, service quality, and operational efficiency. Successful candidates will demonstrate a strong commitment to customer-centricity and continuous improvement.

Growth Opportunities:

• Develop leadership and management skills through team management and mentoring.
• Gain experience in process improvement and project management.
• Expand industry knowledge in water treatment and management services.

📝 Enhancement Note: This role offers opportunities for career growth and skill development within the customer support and operations management domains.

🌐 Work Environment

Office Type: Modern, collaborative office space with a focus on employee well-being and productivity.

Office Location(s): Petaling Jaya, Selangor, Malaysia

Workspace Context:

• Collaborative workspaces with dedicated team areas
• Access to shared resources and facilities, such as meeting rooms and breakout spaces
• Flexible work arrangements, including remote work options for certain roles and situations

Work Schedule: Full-time, Monday to Friday, with flexibility for occasional overtime and on-call duties during peak periods.

📝 Enhancement Note: Veralto Global offers a modern and collaborative work environment, fostering a culture of teamwork and innovation.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screening to assess communication skills and cultural fit
2. In-depth behavioral and situational interviews to evaluate leadership, problem-solving, and customer service skills
3. Case study or role-play exercise to assess process improvement and decision-making abilities
4. Final interview with the hiring manager or a panel of senior leaders

Portfolio Review Tips (N/A - Customer Support Role)

Technical Challenge Preparation (N/A - Customer Support Role)

ATS Keywords:

• Customer Service
• Team Management
• Leadership
• Process Improvement
• Customer Experience
• Service Quality
• Water Treatment
• Water Management
• Customer Support
• Operational Excellence

📝 Enhancement Note: Applicants should tailor their resumes and cover letters to highlight relevant customer service, team management, and leadership skills, as well as any experience in process improvement or project management.

🛠 Technology Stack & Web Infrastructure (N/A - Customer Support Role)

👥 Team Culture & Values

Customer Support Values:

• Customer-centric approach
• Continuous improvement
• Operational excellence
• Collaboration and teamwork
• Accountability and ownership

Collaboration Style:

• Cross-functional collaboration with internal teams, such as Sales, Marketing, and Technical Support
• Regular team meetings and one-on-one check-ins to foster open communication and knowledge sharing
• A supportive and inclusive work environment that encourages employee growth and development

📝 Enhancement Note: Veralto Global fosters a customer-centric and collaborative work culture, with a strong emphasis on continuous improvement and operational excellence.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing a team through change and driving adoption of new processes or tools
• Balancing customer expectations with operational constraints and resource availability
• Identifying and addressing process inefficiencies and gaps in service delivery

Learning & Development Opportunities:

• Developing leadership and management skills through team management and mentoring
• Gaining experience in process improvement and project management
• Expanding industry knowledge in water treatment and management services

📝 Enhancement Note: This role presents various challenges and growth opportunities, allowing successful candidates to develop their skills and make a significant impact on customer satisfaction and operational efficiency.

💡 Interview Preparation

Technical Questions:

• Describe your experience in managing a customer service team. How did you ensure high levels of customer satisfaction and service quality? (Leadership and team management)
• Can you provide an example of a time when you identified a process gap and implemented improvements to enhance customer experience? (Process improvement)
• How do you prioritize and manage your workload to ensure timely service order fulfillment? (Time management and organizational skills)

Company & Culture Questions:

• How do you stay up-to-date with industry trends and best practices in customer service and support? (Industry knowledge and continuous learning)
• Can you describe a situation where you had to manage a difficult customer or resolve a complex service issue? How did you handle it, and what was the outcome? (Customer service and problem-solving)
• How do you foster a collaborative and inclusive work environment? (Teamwork and cultural fit)

Portfolio Presentation Strategy (N/A - Customer Support Role)

📝 Enhancement Note: Applicants should prepare for behavioral and situational interview questions that assess their leadership, problem-solving, and customer service skills, as well as their ability to drive process improvement and operational excellence.

📌 Application Steps

To apply for this Assistant Manager - Service Customer Support position:

1. Submit your application through the Veralto Global careers portal.
2. Tailor your resume and cover letter to highlight relevant customer service, team management, and leadership skills, as well as any experience in process improvement or project management.
3. Prepare for behavioral and situational interview questions that assess your leadership, problem-solving, and customer service skills, as well as your ability to drive process improvement and operational excellence.
4. Research Veralto Global's company culture, industry, and customer support values to demonstrate your cultural fit and enthusiasm for the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.