Regional Service Operation Manager, ASEAN

Overview

Strategic Leadership & Team Management

• Lead and develop a team of Field Service & Support specialists and technical support professionals.
• Drive a culture of continuous improvement, collaboration, and innovation.
• Design, develop and execute comprehensive, timely and effective implementations, response and repair times to meet targets
• Drive strategic initiatives coming from global HQ as well as APAC team
• Redefine how we deliver service in the distributor markets – influence the distributor company owners to see Service as a profit center

 

Customer & Field Support

• Pre/post sales visits along with the commercial team to address customer needs
• Provide service and support at the customer sites to enable customer test of record and provide on-going customer support for Waters Systems.
• Provide support in customer escalation, CAPA, and resolution of regulatory reporting events

 

Collaboration & Cross-Functional Support

• Matrix management and managing the internal customers – such as Sales Managers, APAC and Global service teams.
• Work closely with Sales, Marketing, Distributor Engineers, and Application and Support teams to align service & support strategies with business objectives.
• Partner with R&D and Quality to provide customer feedback for product development and improvements.
• Develop and update internal knowledge base and provide expert center support
• Support product launches with implementation, customer familiarization training, relocations, routine maintenance, remote, on-site repair, support and troubleshooting.

 

Operational Excellence & Productivity nuances

• Ensure compliance and data accuracy with Compass (SalesForce) and Expense reporting
• Establish key performance indicators (KPIs) to measure and enhance support effectiveness.
• Drive digital transformation initiatives, AI Adoption in field.
• Relook at the org structure and drive improvements in how we execute service delivery – specifically focus on scheduling, dispatch, materials management, FSE time management, PM Planning

 

Training & Knowledge Sharing

• Oversee internal and external training programs to ensure team expertise and customer education.
• Deliver service training to educate the field service teams on hardware and software systems as well as unique benefits and features of Waters Systems Solutions.
• Deliver service training for distributor partners supporting clinical customers
• Foster knowledge-sharing across global teams to standardize support approaches.

 

Responsibilities

Same as above

Qualifications

• Bachelor’s degree in science or engineering discipline.
• Demonstrated experience as a field service engineer in the past as well as management experience in the Scientific/Analytical Market, with preference for expertise in HPLC and LC/MS.
• Strong customer centricity
• Strong leadership and team management capabilities.
• Exceptional communication and interpersonal skills.
• Strategic thinking abilities
• Willingness to travel up to 50% within the ASEAN region.