Service Manager, Customer Support (XRD & XRF)

RIGAKU ASIA PACIFIC PTE. LTD.; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading company in the field of Service Management seeks an experienced Service Manager to drive service revenue and oversee the service operations in Singapore. This role requires a Bachelor's in Engineering, extensive technical experience, and proficiency in managing teams and customer relations. The selected candidate will plan service strategies, manage inventory, and ensure service quality, making a significant impact on business success.

Qualifications

• Minimum 10 years' experience in diagnosing and repairing mechanical/electro-mechanical equipment.
• 5+ years’ in a leadership role.
• Power user in Excel, able to create high-quality spreadsheets.

Responsibilities

• Oversee parts inventory & supply, preventive maintenance, and installations.
• Manage Customer Call Centre and review quality claims.
• Lead service team for performance verification and preventive maintenance.

Skills

Communication skills

Business acumen

Independent judgment

Leadership

Cross-cultural communication

Education

Bachelor’s degree in Engineering or related discipline

Tools

Excel

Accounting software

Job description

Job Description

Responsible for delivering Service revenue and overseeing parts inventory & supply, preventive maintenance (PM), and installation/repair/maintenance

• Plan and formulate mid to long term service strategy along business vision and strategy
• Review, plan and prepare Service Department’s budgets, forecast and management reports
• Manage Customer Call Centre to review quality claims and requests from customers and distributors.
• Manage Service inventory in right level and manage subcontractors effectively and efficiently
• Lead service team to perform PM, service, secure customer’s acceptance of the preventive maintenance or repair. (PM involves verification of system performance, execution of detailed preventive maintenance protocols and final verification that the instrument performs to Rigaku’s specification)
• Qualify the instrument after service repair by executing operational and performance protocols including running verifications.
• Coach/mentor and develop Service Engineers and create Asian Service Network jointly with distributors to improve the company’s reputation among customers.
• Ad hoc assignments assigned from time to time according to management’s request.

Job Requirements

• Bachelor’s degree in Engineering or related discipline
• Minimum 10 years' experience diagnosing and repairing mechanical, electro-mechanical and/or electronic equipment with min 5 years’ in leadership role
• Power user in Excel, able to create high-quality spreadsheets to interface with accounting software
• Excellent communication skills with the ability to communicate complex technical issues in layman term.
• SME in analog electronics, high voltage circuitry/circuits, laser technology, and high vacuum systems
• Ability to exercise independent judgment, subject matter expertise and principles of influence and rational systems in making decisions and performing tasks
• Fluent in English plus at least one of Asian languages to best communicate with stakeholders’ and our strategic distributors within the Region
• Strong business acumen with excellent cross-cultural communication skills
• 50% of regional travel anticipated for business needs