Service Director Indonesia

HACH MALAYSIA SDN BHD; Jakarta Pusat; On-site; IDR 1,800,000,000 - 3,200,000,000; Full time

Job summary

HACH MALAYSIA SDN BHD is seeking a Service Director to lead service delivery, support, and customer success across Indonesia. The role is based in Jakarta with a hybrid work model and involves aligning service strategy with sales, operations, and product management to deliver exceptional service experiences.

The position focuses on driving customer satisfaction, improving service responsiveness, and growing service-related offerings, while overseeing P&L and budget management for the Indonesian

Qualifications

• 10+ years of experience in service, operations, sales, or customer support with country-level leadership and revenue targets.
• Strong focus on customer satisfaction and retention strategies.
• Ability to lead change, drive process improvements, and deliver operational efficiency.
• Deep understanding of Indonesia market dynamics, regulatory environments, and local customer base.
• Experience implementing service or sales strategies across territories.
• Strong experience in managing P&L, budgets, and commercial financials.

Responsibilities

• Strategic Service Operations Management: lead all service activities across Indonesia ensuring high-quality, cost-effective delivery.
• Customer Satisfaction & Retention: drive satisfaction and build strong customer relationships for long-term collaboration.
• Team Leadership & Development: lead service managers and technicians across Indonesia and foster a culture of continuous improvement.
• Process Improvement & Innovation: identify optimization opportunities and develop new methodologies.
• Global Alignment & Collaboration: partner with Global Service to launch regionally aligned strategies.
• P&L and Budget Management: oversee financial performance, revenue targets, forecast accuracy, and cost control.

Skills

Commercial leadership

Strategic service operations

Customer relationship management

Change management

Financial acumen

Job 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 otherfunctions such as sales, operations, and product management to deliver exceptional service experience.

This position is part of the Service team located in Jakarta, Indonesia and is a Hybrid Role

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 service delivery. 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 andcontinuous improvement and strong customer-focus while ensuring alignment with regionaland 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 serviceorganization in Indonesia, ensuring that the team meets revenue targets, achieve forecastaccuracy and maintains cost control. This includes managing service contracts and making strategicinvestments 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 ofleading service team at the country level with a revenue target > 10M USD

A strong focus on customer satisfaction and retention, with the ability to implementstrategies that improve customer experience and foster long-term collaboration.

Change Management and Innovation Skills: Ability to lead change within the serviceorganization, driving process improvements and leveraging new approaches to gain operational efficiency and service quality.

Strong Understanding of the local markets: Deep knowledge of the diverse regulatoryenvironments, Indonesia customer base, field services contracts, customer expectations, and market dynamics within Indonesia.

Experience inmanaging these complexities and implementing service or sales strategies to differentterritories.

Financial Acumen: Strong experience in managing P&L, budgets, and commercialfinancials. Ability to drive revenue through commercial offerings while controlling costs andimproving profitability.