EMEA Regional Customer Service Leader|AI-Driven Excellence

MY05 Pall (Malaysia) Sdn Bhd; Kuala Lumpur; On-site; MYR 300,000 - 600,000; Full time

Job summary

Pall Corporation, a Danaher operating company, seeks a Senior Regional Customer Service Leader for EMEA & Business Support. The role governs regional performance from Kuala Lumpur, driving continuous improvement and AI-enabled service, and reporting to the Global Customer Service Leader.

On-site in Petaling Jaya, Malaysia. You will lead managers, deploy DBS, manage budget and KPIs, and collaborate across functions while enhancing customer experiences in a global, multicultural environment.

Qualifications

• Bachelor's degree or equivalent experience with 10+ years in customer service or Order-to-Cash.
• 5+ years leading managers in a global or shared-services environment.
• Proven record of deploying strategy and delivering results through Lean, Six Sigma or similar methods.
• Demonstrated B2B customer experience and digital leadership, including voice-of-customer, segmented service, CRM and AI-enabled service.
• Strong stakeholder and executive communication in English and ability to support EMEA time zones.
• Willingness to travel up to 25%, including international travel.

Responsibilities

• Deploy strategy and own regional performance KPIs (OTD, SLAs, backlog, CSAT, cost-to-serve).
• Champion the customer with voice-of-customer insights and segmented service.
• Partner across functions and act as the senior escalation point.
• Lead continuous improvement using DBS, Daily Management, Standard Work and Kaizen.
• Accelerate digital and AI-enabled service with Salesforce and automation.
• Develop leaders and build a strong succession bench.
• Lead transitions and Business Support for migrations in Kuala Lumpur and EMEA.
• Oversee master data, portals, pricing support and controls.

Skills

Leadership

Strategic planning

Change management

Stakeholder communication

English proficiency

Education

Bachelor's degree or equivalent experience

Tools

Salesforce Service Cloud

Power BI

SAP Analytics Cloud

SAP S/4HANA

Job description

Pall Corporation, a Danaher operating company, seeks a Senior Regional Customer Service Leader for EMEA & Business Support. The role governs regional performance from Kuala Lumpur, driving continuous improvement and AI-enabled service, and reporting to the Global Customer Service Leader.

On-site in Petaling Jaya, Malaysia. You will lead managers, deploy DBS, manage budget and KPIs, and collaborate across functions while enhancing customer experiences in a global, multicultural environment.