Service Director, APAC

Veralto; Singapore; On-site; SGD 153,000 - 205,000; Full time

Job summary

A global technology company is seeking a Service Director for the APAC region. This role will manage service delivery and customer success, focusing on ensuring high levels of satisfaction and optimizing service operations. The ideal candidate will have extensive commercial leadership experience and a strong understanding of the APAC markets. Join a team dedicated to continuous improvement and customer-focused service.

Qualifications

• 10+ years of experience in service operations, sales, or customer support.
• Ability to implement strategies that improve customer experience.
• Deep knowledge of APAC regulatory environments.

Responsibilities

• Lead and oversee service activities across the APAC region.
• Drive customer satisfaction with timely service delivery.
• Enable a high-performing service team across countries.

Skills

Commercial Leadership Experience

Customer Satisfaction

Change Management

Financial Acumen

Job description

Overview

About Veralto:

Veralto launched in October 2023, is a $5 billion global leader in essential technologies with a bold vision for creating enduring positive impact for the world. Our operating companies are building on a long-standing legacy of success, innovation, and deep customer trust as they work to create a safer, cleaner, more vibrant future. Veralto is headquartered in Waltham, Massachusetts with 13 operating companies and 300+ locations worldwide. Our global team of 16,000 associates is committed to making an enduring positive impact on the world united by powerful purpose - Safeguarding the World’s Most Vital Resources.

Veralto’s Water Quality Companies – Hach, Chemtreat, Trojan Technologies, OTT Hydromet, Sea-Bird Scientific, McCrometer, XOS & Acquatic Informatics – help to manage, treat, purity & protect the global water supply from municipal & wastewater treatment facilities to lakes, rivers, watersheds, and oceans.

Our Product Identification companies – Videojet, Esko, X-rite, Linx and Pantone help package and protect the world’s food, medicine and essentials tracing and authenticating billions of goods that travel the global supply chain every day.

For more details, please login to our site - https://www.veralto.com/

VES is our proven system for achieving success. It is a philosophy, set of values, and series of management processes that collectively define who we are and how we do what we do at Veralto. Our VES tools are designed to help us excel in the areas of Growth, Leadership, and Lean, building on a strong foundation of VES fundamentals (Voice of Customer, Value Stream Mapping, Standard Work, Transactional Process Improvement, Kaizen, 5S, Problem Solving, and Visual & Daily Management).

About Hach:

Hach Malaysia Sdn Bhd. is a subsidiary of Hach Company (United States) and operates under Veralto Corporation. Hach Company is a global leader in water quality analysis and treatment, providing instrumentation and disinfection systems to help analyze and manage the quality of ultra-pure water, potable water, wastewater, groundwater, and ocean water in residential, commercial, industrial, and natural resource applications. Besides Hach products, the company is authorized to legally sell, supply, install, calibrate, and commission all of Veralto\'s water quality product lines, including Radiometer, Lachat, Applitek, Biotector, Orbisphere, Polymetron, Lufft, Kipp & Zonen, Sutron, Adcon, Aquafine, and other brands within the Water Quality group that fall under Veralto\'s umbrella. For more details, please visit our site at: https://my.hach.com/

Overview of the role

The Service Director, APAC is responsible for leading and managing all aspects of service delivery, support, and customer success across the APAC region. This role focuses on ensuring the highest levels of customer satisfaction, optimizing on time delivery, and driving growth through service-related offerings.

The Service Director will develop and implement service strategies and align closely with other functions such as sales, operations, and product management to deliver exceptional service experiences.

What you will do

• Strategic Service Operations Management: Lead and oversee all service activities across the APAC 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 on time delivery of service. 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 countries. Foster a culture of VES and continuous improvement and strong customer-focus while ensuring alignment with regional and 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 service organization in EU, ensuring that the team meets revenue targets, achieve forecast accuracy and cost control. This includes managing service contracts and making strategic investments 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 of managing regional or global teams with a revenue target >100M.
• A strong focus on customer satisfaction and retention, with the ability to implement strategies that improve customer experience and foster long-term collaboration.
• Change Management and Innovation Skills: Ability to lead change within the service organization, driving process improvements and leveraging new approaches to gain operational efficiency and service quality by using the power of VES.
• Strong Understanding of the APAC markets: Deep knowledge of the diverse regulatory environments, customer expectations, and market dynamics within APAC.
• Experience in managing these complexities and implementing service or sales strategies to different regions.
• Financial Acumen: Strong experience in managing P&L, budgets, and commercial financials. Ability to drive revenue through commercial offerings while controlling costs and improving profitability.

What’s in it for you

• You will play an integral part in shaping the Opco’s business in APAC, one of the strongest and most highly visible regions with many untapped opportunities.
• You will work with a team where the goal is to create an environment of continuous improvement, wellness, and open, honest, two-way communication.

Diversity & Inclusion

At Veralto, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Veralto and all Veralto Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

Come join our team!

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you’ve ever wondered what’s within you, there’s no better time to find out.

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies, in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.

Veralto and all Veralto Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.