Senior Manager, APAC Technical Service

EVIDENT SCIENTIFIC; Singapore; On-site; SGD 100,000 - 150,000; Full time

Job summary

Evident Scientific seeks a Senior Manager for APAC Technical Service in Singapore. This role demands expertise in service excellence, operational efficiency, and a strong customer-centric approach. You will lead service strategies, manage engineers, and ensure high customer satisfaction, driving best practices across the APAC region.

Qualifications

• Minimum 10 years of related work experience.
• Deep knowledge of service and repair processes.
• Strong focus on efficiency and quality control.

Responsibilities

• Lead APAC Technical Service operations with service strategy.
• Manage engineers to ensure timely completion of jobs.
• Drive process and commercial standardization.

Skills

Technical Expertise

Operational Excellence

Leadership & People Management

Customer-Centric Mindset

Strategic Thinking

Problem Solving & Decision Making

Budget & Cost Management

Project Management

Data-Driven Mindset

Communication & Stakeholder Management

System Proficiency

Education

Degree in Electrical/Electronic/Mechanical Engineering

Degree in Business Administration or a related field

Tools

Microsoft Office

Salesforce

Job description

About the job

Abut Evident

At Evident, we are guided by the scientific spirit - innovation and exploration are at the heart of what we do. Committed to making people’s lives healthier, safer, and more fulfilling, we support our customers with solutions that solve their challenges and advance their work; whether it’s researching medical breakthroughs, inspecting infrastructure, or exposing hidden toxins in consumer products.

Previously known as Olympus’ Scientific Solutions Division, we have over 100 years of history in the life science and industrial solutions business, with ~4,300 employees across 25 countries globally. We have six manufacturing facilities and four R&D facilities across Americas, Asia and Europe that enable us to deliver products promptly and efficiently to customers around the world, while developing and innovating products to meet our customers’ needs.

Our Test & Measurement range from microscopes and videoscopes to nondestructive testing equipment and X-ray analyzers for maintenance, manufacturing, and environmental applications. Backed by state-of-the-art technologies, Evident products are widely used for quality control, inspection, and measurement.

Our Micro Imaging Solutions empower scientists and researchers through collaboration and cutting-edge life science solutions. Dedicated to meeting the challenges and supporting the evolving needs of its customers, Evident advances a comprehensive range of microscopes for pathology, hematology, IVF, and other clinical applications as well as for research and education.

For more information, visit EvidentScientific.com

About the Job

Are you a strategic leader with a passion for driving service excellence across the region? We are seeking a seasoned Senior Manager, APAC Technical Service (based in Singapore) to lead our technical service operations across APAC region.

In this pivotal role, you'll be responsible for maximizing efficiency, elevating service quality, and ensuring outstanding customer satisfaction. You'll shape and execute service strategies, identify growth opportunities, and drive process and commercial standardization. Your leadership will help unlock best practices, optimize resources, and boost both revenue and profit potential across the region.

If you're ready to make a regional impact and lead with purpose - this is your opportunity!

Key Responsibilities

• Responsible for APAC Technical Service which includes service strategy by prioritizing and identifying growth opportunities, process and commercial standardization across the business to seek opportunity for shared best practice, leverage points for resources and optimization of revenue and profit potential.

• Manage the work and performance of engineers to ensure that all jobs are completed on time, meeting customer specifications and satisfaction.

• Manage daily operations, including schedule, escalations, and reporting.

• Manage the technical support team and individual performance, technical and skill development.

• Maintain performance metrics and survey targets for quality service delivery.

• Set clear objectives, evaluate progress and maintain a high-performance culture with focus on teamwork, service excellence and ownership for resolving customer issues.

• Responsible for designing and implementing improved process flows, standards and operational policies.

• Provide decision support on service matters relating to abnormal situation e.g., Pricing negotiations, defective parts, replacements, specials requests from customers, etc.

• Business partnering with sales leadership, addressing voice of customers.

• Timely reporting to business leaders for wholistic business decisions.

• Ensure open communication with team members to improve teamwork and leverage on another’s strength to provide excellent customer service.

• To identify and anticipate the needs of both internal & external customers and deliver products and services so as to meet and exceed customer expectation.

Qualification & Experience

• Degree in Electrical/Electronic/Mechanical Engineering, Business Administration or a related field.

• Minimum 10 year of related work experience.

Key Skills

• Technical Expertise: Deep knowledge of service and repair processes, equipment, and technologies. Knowledge on RVI, ANI & NDT is preferred.

• Operational Excellence: Strong focus on efficiency, quality control, and process optimization.

• Leadership & People Management: Proven ability to lead, motivate, and develop high-performing teams.

• Customer-Centric Mindset: Commitment to delivering superior service and enhancing customer satisfaction.

• Strategic Thinking: Ability to align service operations with business objectives and long-term goals.

• Problem Solving & Decision Making: Skilled in analyzing issues, troubleshooting, and implementing effective solutions.

• Budget & Cost Management: Proficient in managing operational budgets and driving cost-efficiency.

• Project Management: Experienced in planning and executing service improvement initiatives.

• Data-Driven Mindset: Ability to interpret service metrics and use insights for continuous improvement.

• Communication & Stakeholder Management: Strong skills in cross-functional collaboration.

• System Proficiency: Microsoft office application, Salesforce for service case management, data tracking and reporting.