Regional Customer Service Leader – EMEA & Business Support

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

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Pall Corporation, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life. As a global leader in high-tech filtration, separation, and purification, Pall Corporation thrives on helping our customers solve their toughest challenges. Our products serve diverse, global customer needs across a wide range of applications to advance health, safety and environmentally responsible technologies. From airplane engines to hydraulic systems, scotch to smartphones, OLED screens to paper—everyday Pall is there, helping protect critical operating assets, improve product quality, minimize emissions and waste, and safeguard health. For the exponentially curious, Pall is a place where you can thrive and amplify your impact on the world. Find what drives you on a team with a more than 75-year history of discovery, determination, and innovation. Learn about the Danaher Business System which makes everything possible.

Role Overview

The Regional Customer Service Leader – EMEA & Business Support turns global Customer Service strategy into results for EMEA customers across Order-to-Cash. Leading through managers and supervisors, you will own regional performance, drive continuous improvement and AI-enabled service, lead Business Support and govern Danaher operating company transitions into our Kuala Lumpur hub. This is a rare chance to shape a global Customer Service transformation. This on-site role in Petaling Jaya, Malaysia reports to the Global Customer Service Leader.

Key Responsibilities

• Deploy strategy and own performance: Turn global priorities into an EMEA and Business Support roadmap, and own regional KPIs (OTD, SLAs, backlog, CSAT, cost-to-serve), workforce planning and budget.
• Champion the customer: Use voice-of-customer insight and segmented service models to deliver a consistent experience.
• Partner across functions and act as the senior escalation point.
• Lead continuous improvement: Embed DBS through Daily Management, Standard Work and Kaizen to deliver measurable results.
• Accelerate digital and AI-enabled service: Drive adoption of Salesforce Service Cloud, intelligent routing, automation and AI to improve speed, accuracy and capacity.
• Develop leaders: Coach managers and supervisors, raise engagement and build a strong succession bench.
• Lead transitions and Business Support: Govern Danaher operating company migrations and scale the Kuala Lumpur team without disrupting EMEA service.
• Oversee master data, portals, pricing support and controls.

Essential Requirements

• Bachelor's degree (or equivalent experience) with 10+ years in customer service or Order-to-Cash, including 5+ years leading managers in a global or shared-services environment.
• Proven record of deploying strategy and delivering measurable results through Lean, Six Sigma or similar methods.
• Demonstrated B2B customer experience and digital leadership, including voice-of-customer, segmented service, CRM (e.g. Salesforce) and AI-enabled service.
• Inspiring leader of large, multicultural teams through change at scale, with strong stakeholder and executive communication in English and flexibility to support EMEA time zones.
• Travel, Motor Vehicle Record & Physical/Environment Requirements: Ability to travel up to 25%, including internationally across EMEA.

Preferred Qualifications

• SAP (ideally S/4HANA), SAP Analytics Cloud or Power BI, or deploying generative/agentic AI in customer service.
• Lean Six Sigma, DBS or change-management (e.g. Prosci) certification.
• Industrial B2B, life sciences, aerospace or regulated-industry operations, including integrating businesses into shared services.
• A European language such as French, German, Italian or Spanish.

Pall Corporation, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job.

LI-SS3 Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology.

We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit www.danaher.com.

Danaher is a leading global life sciences, biotechnology, and diagnostics innovator, helping to solve many of the world’s most important health challenges, ultimately improving quality of life for billions of people today, while setting the foundation for a healthier, more sustainable tomorrow. The Danaher ecosystem is made up of more than 15 businesses united by a shared commitment to innovate for tangible impact.

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