Regional Service Manager, Biomonitoring APeC

Merck Gruppe; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Regional Services Manager, where you will lead a dedicated team to optimize service delivery across the APAC region. This role focuses on enhancing customer satisfaction and driving operational efficiency through strategic leadership and collaboration with various departments. You will be responsible for achieving revenue goals, managing service budgets, and ensuring compliance with regulatory standards. If you're passionate about service management and thrive in a dynamic environment, this opportunity will allow you to make a significant impact while developing your career in a supportive and innovative setting.

Qualifications

• Bachelor’s degree in Business Administration, Management, Engineering or related field required.
• Demonstrated experience in service management or a similar role.

Responsibilities

• Lead and develop a team of service professionals to meet performance targets.
• Cultivate relationships with key clients to improve customer satisfaction.
• Oversee service delivery processes ensuring adherence to standards.

Skills

Leadership

Customer Relationship Management

Data Analysis

Problem-solving

Communication

Strategic Thinking

Adaptability

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Management

Bachelor’s degree in Engineering

Tools

Service Management Software

Job description

The Regional Services Manager is responsible for managing and optimizing service delivery within the designated region. This role includes leading a team of service professionals, ensuring exceptional customer satisfaction, and driving operational efficiency. The Regional Services Manager will work collaboratively with other departments to align services with business objectives and improve overall performance. Additionally, the role is responsible for increasing services revenues and implementing programs for hardware, software, robotics, and automation for the APeC region.

This role can be located within the APAC region, specifically focusing on Singapore, Indonesia, and Japan, and will report to the Head of Sales APeC Biomonitoring.

Your Role:

1. Team Leadership: Guide, mentor, and develop a team of service professionals (both direct and indirect) to meet performance targets and uphold high service standards.
2. Services revenues: Achieve targeted revenue goals through maintenance contracts, customer retention, and leveraging the existing Hardware Installed Base.
3. Customer Relationship Management: Cultivate and maintain robust relationships with key clients, addressing their needs and concerns to improve customer satisfaction and loyalty.
4. Operational Oversight: Oversee and assess service delivery processes, ensuring adherence to company standards and regulatory requirements, with a solid understanding of validation (IQ, OQ, PQ), verification, calibration services for hardware and software in robotics and automation.
5. Performance Metrics: Set, monitor, and analyze key performance indicators (KPIs) to evaluate service effectiveness and pinpoint areas for improvement.
6. Budget Management: Oversee regional service budgets, ensuring efficient resource allocation and cost management.
7. Collaboration: Partner closely with sales, marketing, and product development teams to ensure services meet market demands and customer expectations.
8. Training and Development: Identify training needs and facilitate professional development opportunities for team members.

Who You Are:

1. A Bachelor’s degree in Business Administration, Management, Engineering or a related field.
2. Demonstrated experience in service management or a similar role.
3. Strong leadership and team management abilities.
4. Excellent communication and interpersonal skills.
5. Proficient in data analysis and informed decision-making.
6. Familiarity with service management software and tools.
7. Willingness to travel as necessary within the region.
8. Customer-focused mindset with strong problem-solving abilities.
9. Strategic thinking and planning capabilities.
10. Adaptability and resilience in a fast-paced environment.