Service Director, APAC

Overview

Bruker is enabling scientists to make breakthrough discoveries and develop new applications that improve the quality of human life. Bruker’s high performance scientific instruments and high value analytical and diagnostic solutions enable scientists to explore life and materials at molecular, cellular, and microscopic levels. In close cooperation with our customers, Bruker is enabling innovation, improved productivity, and customer success in life science molecular and cell biology research, in applied and pharma applications, in microscopy and nanoanalysis, as well as in industrial applications. Today, worldwide more than 8500 employees are working on this permanent challenge at over 90 locations.

 

Bruker offers differentiated, high-value life science and diagnostics systems and solutions in preclinical imaging, clinical phenomics research, proteomics and multiomics, spatial and single-cell biology, functional structural and condensate biology, as well as in clinical microbiology and molecular diagnostics.

 

Please visit www.bruker.com.

 

Bruker Nano Surfaces and Metrology (BNSM), the global leader in surface characterization and metrology instrumentation manufactures the world's leading Atomic Force Microscopes (AFM), Optical and Stylus Profilers, X-Ray Metrology Systems, Mask Repair and Wafer Cleaning Tools, reflectometry and ellipsometry systems, and mechanical testers.  We are looking for a Service Director, APAC to join us in our Bruker Taiwan office.

Responsibilities

SUMMARY OF RESPONSIBILITIES:

The Service Director, APAC is a senior regional leadership role within the BNSM service organization. Reporting to the WW SVP Sales and Service and supported by regional and country service managers across APAC, including Taiwan, Korea, Southeast Asia, and other priority markets, this leader is responsible for developing and leading the APAC service organization across APAC.  You will play a pivotal role in shaping the future of BNSM's regional service organization—building scalable capability across APAC, strengthening partnerships with strategic customers, and supporting growth in one of the world's most important semiconductor and advanced technology markets. You will be supported by a globally connected organization with the resources, products, and leadership commitment to build a best-in-class regional service organization.

 

This position is accountable for building and developing a high-performing APAC service organization—establishing scalable operational processes, strengthening regional service infrastructure, cultivating deep customer relationships, and delivering measurable results across APAC's semiconductor, materials science, and research sectors. Taiwan is a strategically important base for this role due to its critical semiconductor ecosystem, customer concentration, and importance to BNSM's regional growth strategy.

 

The Service Director serves as the primary interface between Bruker BNSM global service leadership and the APAC market, driving both short-term operational excellence and long-term strategic business objectives.

 

This Taiwan-based leader will own service strategy, execution, customer satisfaction, team development, and business performance across APAC, with a particular focus on scaling service excellence in high-growth semiconductor and advanced technology markets.

 

ESSENTIAL FUNCTIONS:

50% — Team Leadership, Development & Talent Building

• Build, structure, and continuously develop the APAC BNSM service team including hiring, onboarding, and retaining top technical talent aligned to APAC's market growth trajectory.
• Define clear roles, responsibilities, and performance expectations for every team member; conduct regular performance reviews and structured 1-on-1 coaching sessions.
• Design and execute comprehensive training programs covering technical skills, soft skills, and business acumen — to elevate team capability and certification levels.
• Create individualized development plans (IDPs) for all managers and critical talent in the team; identify high-potential engineers and build succession pipelines for future leadership roles.
• Foster a culture of continuous learning, accountability, and a “solution advisor” mindset across the APAC service
• Lead cross-functional collaboration with Sales, Applications, and Technical Support teams to ensure APAC service team alignment with worldwide BNSM strategy.
• Manage workforce planning: allocate headcount effectively to support business growth and anticipate future skill requirements based on market trends.
• Serve as an escalation leader and technical mentor: coach managers and supervisors on complex technical and customer situations, driving resolution and knowledge-sharing.
• Lead through regional and country managers in a distributed, cross-cultural environment, building common service standards, accountability, and leadership capability across APAC.

30% — Customer Satisfaction & Relationship Management

• Own APAC-wide customer satisfaction metrics; set targets, monitor performance, and drive corrective actions.
• Build and maintain trusted senior-level relationships with key APAC customers across semiconductor, life sciences, research, and advanced materials industries.
• Operate effectively in Taiwan's demanding semiconductor customer environment, where responsiveness, technical credibility, escalation discipline, and executive-level relationship management are critical to success.
• Personally manage strategic account escalations; lead root-cause analysis and implement systematic corrective actions to prevent recurrence.
• Champion the voice of the customer internally — translate APAC customer feedback into actionable improvements for products, services, and support processes.
• Build a comprehensive customer support system tailored for the APAC
• Oversee the quality of all customer-facing activities (installations, troubleshooting, preventive maintenance, field repairs, training, post-sales application support) to ensure consistent world-class service experience.
• Drive service contract penetration and renewal by demonstrating continuous value; coordinate with Sales to expand service program adoption across APAC accounts.
• Implement structured customer communication cadences (weekly/monthly/quarterly/yearly business reviews, aging cases reviews, escalation reviews, satisfaction surveys) to proactively address issues and strengthen customer partnerships.

20% — Business Performance & Strategic Objectives

• Own and deliver APAC service revenue against annual budget targets; manage operational costs within approved headcount and budget.
• Develop and execute a multi-year APAC service growth strategy aligned to BNSM's global business plan, including market expansion, new revenue streams, and capability investments.Define, track, and report APAC service KPIs, including revenue, service contract penetration, contract renewal and attachment rates, install time to acceptance, response time, first-time fix rate, MTTR, MTBF, technician utilization, customer satisfaction, escalation resolution, and leadership bench strength.
• Partner with APAC Sales leadership to build a joint go-to-market approach for service, ensuring service capabilities serve as a competitive differentiator in the APAC market.
• Lead operational efficiency initiatives: optimize spare parts inventory, logistics, scheduling, and service delivery workflows to improve margin and responsiveness.
• Participate in BNSM global strategy processes; represent APAC market requirements, constraints, and growth opportunities at a worldwide level.
• Ensure full compliance with Bruker HR, finance, EHS, and operational policies; implement and maintain standardized business processes within the APAC team.
• Lead annual budget planning and mid-year forecasting for APAC service operations.

ADDITIONAL RESPONSIBILITIES:

• Other duties as assigned by WW or regional leadership.
• Represent Bruker BNSM at APAC industry events, customer technical symposia, and professional forums as required.

Qualifications

The successful application will possess:

• Proven track record of building and leading service teams in APAC; minimum 7 years in a technical service management role, preferably in the semiconductor industry.
• Proven experience leading service teams across multiple APAC markets, ideally Taiwan, Korea, and Southeast Asia.
• Demonstrated ability to lead through regional and country managers in a distributed, cross-cultural environment.
• Demonstrated success managing customer relationships with major APAC accounts; deep understanding of APAC business culture, customer expectations, and market dynamics.
• Strong people leadership skills: experience developing, coaching, and retaining technical professionals; ability to inspire and motivate a team toward ambitious goals.
• Business acumen: track record of owning P&L or revenue targets, driving service revenue growth, and managing operational budgets.
• Excellent communication skills in English (business level) — written and verbal; strong presentation skills with Microsoft 365
• Business-level English is required; Mandarin language capability is strongly preferred given the Taiwan-based location and customer environment.
• Hands-on technical background in one or more BNSM product lines (Atomic Force Microscopes (AFM), Optical Profilers, Stylus Profilers, X-Ray Metrology Systems, Mask Repair Tools or ellipsometry or reflectometry instruments) is highly preferred.
• Solid theoretical foundation in physics, electronics, or materials science to enable problem-solving of complex system and application challenges.
• Ability and willingness to travel domestically across APAC and occasionally globally.

Education & Experience Requirements:

• Minimum Bachelor's degree required; Master of Science or PhD preferred in Engineering, Physics, Materials Science, or a related scientific discipline.
• Minimum 5 years of field service experience, with at least 7 years in a management or team leadership role based in APAC.
• Experience managing service P&L or revenue budgets is strongly preferred.
• Technical certifications in relevant instrumentation platforms are advantageous.