Service Manager

Job Description : SERVICE MANAGER ASIA OUT OF SINGAPORE 15+ years experience As the Technical Service Manager for Asia, you will play a critical role in ensuring the delivery of exceptional technical service and customer excellence for our large-scale equipment and instruments business in the Asian market. You will be responsible for managing and growing the service delivery team and ensuring that our customers receive top-tier technical support and service quality. The ideal candidate for this role has experience evolving from a hands-on service engineer to a leadership role focused on customer satisfaction and operational excellence. Key Responsibilities: Service Delivery Leadership: Lead and oversee the technical service team, ensuring efficient service delivery, quick issue resolution, and high-quality support for customers across Asia. Customer Excellence: Drive a customer-centric culture within the technical service team, aiming for high customer satisfaction and loyalty. Develop and implement strategies to enhance the overall customer experience. Team Management: Recruit, train, mentor, and develop service engineers, fostering a team of highly skilled and motivated professionals. Ensure the team is equipped to handle complex technical challenges and customer interactions effectively. Process Optimization: Continuously assess and improve service delivery processes, streamline workflows, and implement best practices to increase efficiency and effectiveness. Quality Assurance: Implement and maintain rigorous quality control standards for service and support, including regular audits and performance reviews. Technical Expertise: Maintain a strong technical understanding of the company's equipment and instruments, providing guidance to the team when faced with complex technical issues. Collaboration: Work closely with cross-functional teams, including sales, product development, and customer support, to ensure a seamless and integrated customer experience. Reporting and Analysis: Provide regular reports and analysis on key service metrics, performance, customer feedback, and operational effectiveness to senior management. Budget Management: Responsible for budget planning and management for the technical service department, ensuring cost efficiency while maintaining high service standards. Market Expansion: Collaborate with the sales and business development teams to identify opportunities for market expansion and growth, providing technical insights and recommendations. Qualifications: Bachelor's degree in a relevant technical field (e.g., engineering or related discipline). Advanced degree or relevant certifications is a plus. Several years of experience in a technical service role, with a proven track record of progressively increasing responsibility. Strong leadership and team management skills, with the ability to inspire and develop a high-performing team. Excellent communication skills, with the ability to effectively interact with both technical and non-technical stakeholders. Deep technical knowledge of the company's large-scale equipment and instruments or similar products. Experience in service process improvement and quality assurance. Exceptional problem-solving and critical-thinking abilities. Knowledge of Asian markets and customer expectations. Strong project management and organizational skills. Willingness to travel within the region as needed.

---

Back