Service Director

Veralto; Jakarta Pusat; Hybrid; IDR 900,000,000 - 1,300,000,000; Full time

Benefits offered by this job

Orientation & training program

Career development opportunities

Collaborative global team

Job summary

Veralto is seeking an experienced Service Director to lead all service delivery across Indonesia with a hybrid work model in Jakarta. You will drive customer satisfaction, manage a regional service team, and align with global strategies to deliver superior support and revenue growth.

The role requires 10+ years in service leadership, strong financial acumen, and proven ability to manage P&L and budgets while expanding service offerings in a complex market.

Qualifications

• Extensive leadership experience in service/operations with revenue targets.
• Strong focus on customer satisfaction and retention.
• Ability to drive change and improve processes using new approaches.

Responsibilities

• Lead service delivery and customer success across Indonesia.
• Develop and implement service strategies aligned with global and regional goals.
• Oversee P&L, budgets, and service contracts to drive profitability.

Skills

Commercial leadership

Customer satisfaction

Change management

Financial acumen

Job description

About Us

Veralto

Veralto launched in October 2023 as a $5 billion global leader in essential technologies with a bold vision for creating an enduring positive impact for the world. Our opening companies are building on a long-standing legacy of success, innovation, and deep customer trust as they work to create a safer, cleaner, more vibrant future. Veralto is headquartered in Waltham, Massachusetts with 13 operating companies and 300+ locations worldwide. Our global team of 16,000 associates is committed to making an enduring positive impact on the world united by a powerful purpose. Safeguarding theWorld’s Most Vital Resources™

Veralto’s Water Quality Companies’ – Hach, Chemtreat, Trojan Technologies, OTT Hydromet, Sea-Bird Scientific, McCrometer, XOS & Aquatic Informatics- helps to manage, treat, purity & protect the global water supply from municipal & wastewater treatment facilities to lakes, rivers, watersheds, and oceans

Our Product Identification companies – Videojet, Esko, X-rite, Linx, and Pantone help package and protect the world’s food, medicine, and essentials by tracing and authenticating billions of goods that travel the global supply chain daily.

Please login to our site - https://www.veralto.com/

WATER QUALITY PLATFORM

Water Quality (‘WQ”) Platform is part of the Environmental & Applied Solutions reporting segment and is a global leader in water quality analysis and treatment, providing instrumentation and disinfection systems to help analyze and manage the quality of ultra-pure water, portable water, wastewater, groundwater, and ocean water in residential, commercial, industrial, and natural resource applications. Our water quality business provides products under a variety of brands, including Hach, Trojan Technologies, McCrometer and ChemTreat. WQ Asia has sales offices in India, Australia, New Zealand, Singapore, South Korea, Thailand, Malaysia, Indonesia, Vietnam, and the Philippines.

Hach-TH Water Quality Platform, a part of the Hach Company, is a leader in manufacturing and distributing analytical instruments and reagents used to test water quality and other liquid solutions. In response to the rapidly expanding reagent in water test business in Thailand, we are seeking a highly motivated and experienced individual to join our Water Quality Thailand Group as a After Market Sales Specialist (AMS).

About Role

ROLE DESCRIPTION

Reporting to the Commercial Director , the Service Director is responsible for leading and managing all aspects of service delivery, support, service commercialization, and customer success across Indonesia

This role focuses on ensuring the highest levels of customer satisfaction, improving service responsiveness and delivery performance, and driving growth through service-related offerings. The Service Director will develop and implement service strategies and align closely with other functions such as sales, operations, and product management to deliver exceptional service experience.

In this role, a typical day will look like:

• Strategic Service Operations Management: Lead and oversee all service activities across the Indonesia region ensuring high-quality, efficient, and cost-effective service delivery and implement the Service Model in the assigned geographies
• Customer Satisfaction & Retention: Drive customer satisfaction by ensuring timely, effective, and proactive delivery service. Build strong relationships with our customers and ensure their needs are met to improve retention rates and promote long-term collaboration
• Team Leadership & Development: Enable and support a high-performing service team including managers and technicians across different locations in Indonesia. Foster a culture of VES and continuous improvement and strong customer-focus while ensuring alignment with regional and global goals.
• Process Improvement & Innovation: Identify areas for process optimization and develop new methodologies to enhance productivity and a positive customer experience
• Global Alignment & Collaboration: Partner with Global Service organization to develop and launch globally aligned regional strategies in Technical Support, Field Service, Bench Service and Commercial Service Sales
• P&L and Budget Management: Oversee the financial performance of the service organization in Indonesia, ensuring that the team meets revenue targets, achieve forecast accuracy and maintains cost control. This includes managing service contracts and making strategic investments in service capabilities.

The essential requirements of the job include:

• Extensive Commercial Leadership Experience: 10+ years of experience in service, operations, sales, customer support, or a related field, with a proven track record of leading service team at the country level with revenue target > 10M USD
• A strong focus on customer satisfaction and retention, with the ability to implement strategies that improve customer experience and foster long-term collaboration.
• Change Management and Innovation Skills: Ability to lead change within the service organization, driving process improvements and leveraging new approaches to gain operational efficiency and service quality by using the power of VES
• Strong Understanding of the local markets: Deep knowledge of the diverse regulatory environments, Indonesia customer base, field services contracts, customer expectations, and market dynamics within Indonesia.
• Experience in managing these complexities and implementing service or sales strategies to different territories.
• Financial Acumen: Strong experience in managing P&L, budgets, and commercial financials. Ability to drive revenue through commercial offerings while controlling costs and improving profitability.

What’s In It for You

• You will play an integral part in shaping the OpCo and the whole platform’s business in Asia, one of strongest and highly visible regions with many untapped opportunities
• You will work with a team where the goal is to create an environment of continuous-improvement, wellness, and open, honest, two-way communication

Diversity, Equity, and Inclusion | Veralto :At Veralto, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Veralto and all Veralto Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you’ve ever wondered what’s within you, there’s no better time to find out.

Deskripsi Pekerjaan

Bayangkan diri Anda…

• Memiliki ambisi yang kuat dan mendorong pertumbuhan karier Anda.
• Berkembang dalam lingkungan tim yang suportif dan menginspirasi Anda untuk meraih keunggulan.
• Berkolaborasi dengan tim global yang dinamis dan beragam.

Di Hach (www.hach.com), bagian dari Veralto, kami memastikan kualitas air bagi masyarakat di seluruh dunia, dan setiap anggota tim memainkan peran penting dalam misi tersebut. Visi awal kami adalah membuat analisis air menjadi lebih baik—lebih cepat, lebih sederhana, lebih ramah lingkungan, dan lebih informatif. Kami mewujudkannya melalui kerja sama tim, kemitraan dengan pelanggan, para ahli yang berdedikasi, serta solusi yang andal dan mudah digunakan.

Sebagai bagian dari tim kami dan jaringan Veralto yang lebih luas, Anda akan menjadi bagian dari lingkungan kerja yang unik, tempat tujuan bertemu dengan peluang: tempat Anda dapat memberikan dampak langsung dan terukur dalam skala global dengan mendukung kebutuhan air sehari-hari di seluruh dunia, sekaligus memiliki kesempatan untuk mengembangkan kemampuan profesional dan mendorong pertumbuhan karier Anda.

Didorong oleh pentingnya isu perubahan iklim dan kesehatan global, kami bekerja bersama dalam industri yang terus terdigitalisasi dengan cepat untuk menemukan teknologi inovatif yang menjamin keamanan air dan lingkungan kita. Pelajari lebih lanjut tentang kami: https://www.hach.com/about-us

Kami menawarkan:

• Program orientasi dan pelatihan profesional
• Tim yang kuat dan siap menyambut Anda untuk bekerja bersama
• Pendampingan karier dan peluang pengembangan profesional

MelaporkepadaCommercial Director, Service Directorbertanggungjawabuntukmemimpindanmengelolaseluruhaspekpenyampaianlayanan,dukungan,komersialisasilayanan,sertakeberhasilanpelanggandiseluruhIndonesia.

Peran ini berfokus pada memastikan tingkat kepuasan pelanggan yang tertinggi, meningkatkan responsivitas layanan dan kinerja penyampaian layanan, serta mendorong pertumbuhan melalui penawaran yang terkait dengan layanan. Service Director akan mengembangkan dan menerapkan strategi layanan serta berkolaborasi erat dengan fungsi lain seperti penjualan, operasional, dan manajemen produk untuk menghadirkan pengalaman layanan yang unggul.

Posisi ini merupakan bagian dari tim Service yang berlokasi di Jakarta, Indonesia, dan merupakan peran hybrid.

Dalam peran ini, aktivitas harian yang umum akan meliputi:

• Manajemen Operasional Layanan Strategis: Memimpin dan mengawasi seluruh aktivitas layanan di wilayah Indonesia dengan memastikan penyampaian layanan yang berkualitas tinggi, efisien, dan hemat biaya, serta menerapkan Model Layanan di wilayah yang ditugaskan.
• Kepuasan & Retensi Pelanggan: Mendorong kepuasan pelanggan dengan memastikan penyampaian layanan yang tepat waktu, efektif, dan proaktif. Membangun hubungan yang kuat dengan pelanggan serta memastikan kebutuhan mereka terpenuhi untuk meningkatkan tingkat retensi dan mendorong kolaborasi jangka panjang.
• Kepemimpinan & Pengembangan Tim: Memungkinkan dan mendukung tim layanan berkinerja tinggi, termasuk para manajer dan teknisi di berbagai lokasi di Indonesia. Menumbuhkan budaya VES, perbaikan berkelanjutan, dan fokus yang kuat pada pelanggan sambil memastikan keselarasan dengan tujuan regional dan global.
• Perbaikan Proses & Inovasi: Mengidentifikasi area untuk optimalisasi proses dan mengembangkan metodologi baru guna meningkatkan produktivitas serta pengalaman pelanggan yang positif.
• Keselarasan & Kolaborasi Global: Bermitra dengan organisasi Global Service untuk mengembangkan dan meluncurkan strategi regional yang selaras secara global dalam Technical Support, Field Service, Bench Service dan Commercial Service Sales.
• Manajemen Laba Rugi (P&L) dan Anggaran: Mengawasi kinerja keuangan organisasi layanan di Indonesia, memastikan tim mencapai target pendapatan, meningkatkan akurasi perkiraan, dan menjaga pengendalian biaya. Ini mencakup pengelolaan kontrak layanan dan pengambilan keputusan investasi strategis dalam kapabilitas layanan.

Persyaratan utama untuk posisi ini meliputi:

• Pengalaman Kepemimpinan Komersial yang Luas: Pengalaman lebih dari 10 tahun di bidang layanan, operasional, penjualan, dukungan pelanggan, atau bidang terkait, dengan rekam jejak yang terbukti dalam memimpin tim layanan di tingkat negara dengan target pendapatan > 10 juta
• Fokus yang kuat pada kepuasan dan retensi pelanggan, dengan kemampuan untuk menerapkan strategi yang meningkatkan pengalaman pelanggan dan mendorong kolaborasi jangka panjang.
• Keterampilan Manajemen Perubahan dan Inovasi: Kemampuan untuk memimpin perubahan dalam organisasi layanan, mendorong proses perubahan, dan memanfaatkan pendekatan baru untuk meningkatkan efisiensi operasional serta kualitas layanan dengan memanfaatkan kekuatan VES.
• Pemahaman yang Kuat tentang Pasar Lokal: Pengetahuan mendalam mengenai lingkungan regulasi yang beragam, basis pelanggan di Indonesia, kontrak field service, ekspektasi pelanggan, dan dinamika pasar di Indonesia.
• Pengalaman dalam mengelola kompleksitas tersebut serta menerapkan strategi layanan atau penjualan di berbagai wilayah.
• Kemampuan Keuangan: Pengalaman yang kuat dalam mengelola P&L, anggaran, dan keuangan komersial. Mampu mendorong pendapatan melalui penawaran komersial sambil mengendalikan biaya dan meningkatkan profitabilitas.

Hach bangga menjadi bagian dari segmen Water Quality milik Veralto (NYSE: VLTO), pemimpin global senilai $5B yang berdedikasi untuk memastikan akses terhadap air bersih, makanan dan obat-obatan yang aman, serta kebutuhan penting yang tepercaya. Ketika Anda bergabung dengan jaringan global Veralto yang dinamis dengan 17.000 associate, Anda akan bergabung dengan budaya dan lingkungan kerja yang unik, tempat tujuan bertemu dengan peluang: tempat pekerjaan yang Anda lakukan memberikan dampak setiap hari pada sumber daya dan kebutuhan penting yang kita semua andalkan, dan tempat Anda akan memiliki kesempatan berharga untuk memperdalam keterampilan, mengejar ambisi, dan mengembangkan karier Anda. Bersama-sama, kami menjaga sumber daya paling vital di dunia—dan membangun karier yang bermakna di sepanjang perjalanan.

Di Veralto, kami menghargai keberagaman serta adanya persamaan dan perbedaan, baik yang terlihat maupun tidak, yang terdapat dalam tenaga kerja, tempat kerja, dan pasar yang kami layani. Associate,pelanggan, dan pemegang saham kami menghadirkan perspektif unik dan berbeda sebagai hasil dari keberagaman tersebut.

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies, in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.