Summary: This position oversees all aspects of post-sale service, aftermarket sales, and pre-sales technical support. Responsibilities include developing department strategy, managing service teams, enhancing customer support, identifying revenue opportunities, and ensuring adherence to budget and strategic goals.
Essential Tasks & Duties:
- Develop and execute department strategy, ensuring alignment with company goals.
- Manage Service team including field technicians, helpdesk, repair technicians, and administration.
- Build and train a customer support team capable of providing technical assistance.
- Identify new revenue streams and implement initiatives to increase service sales.
- Monitor and report on service revenue, operating within allocated budget.
- Innovate new service and aftermarket sales strategies aligned with company objectives.
- Resolve customer issues collaboratively with operations and service teams.
- Update and implement departmental processes to optimize performance.
- Maintain strong inter-departmental communication and customer relationships.
- Ensure service schedules and deliverables meet customer expectations.
- Manage product warranty programs and ensure timely issue resolution.
- Implement training programs to enhance employee skills across product lines.
- Provide product and service training to representative/distributor service personnel.
- Report service metrics to management regularly.
- Stay updated on industry trends and product knowledge through training and networking.
- Lead product development strategy based on customer needs and future expectations.
- Collaborate with engineering teams to optimize product applications and identify new opportunities.
- Contribute to special projects or teams as assigned.
Supervisory Responsibilities:
- Provide leadership and direction to direct reports, including coaching and development.
- Recruit and train department staff, evaluate performance, and recommend changes.
- Conduct yearly performance evaluations in coordination with functional leaders.
- Collaborate with peers and subordinates to review achievements and adjust goals as needed.
Additional Responsibilities & Duties:
- Adhere to company and customer safety policies and procedures.
- Adapt positively to changes and undertake additional duties as required.
Qualifications:
- Bachelor’s degree in Engineering, Chemistry, or related field.
- 10-15 years of experience in a similar role, preferably in the instrumentation/analytics industry.
- Minimum 5 years of managerial experience.
- Experience in a global organization is essential.
- Strong technical and communication skills.
- Proven leadership abilities with the capability to direct functional resources.
- Previous successful customer interaction experience.
- Excellent English proficiency in oral, written, and presentation skills.
- Solid knowledge of assigned market segment/industry.
- Proficient in project management, analytics, and organizational skills.
Please be informed that if you are interested in applying for a position, please email your resume in either Word or PDF format to [email protected]. In your resume, kindly include the following details:
- Current Salary:
- Expected Salary:
- Availability:
- Reason for leaving your current job:
Thank you for your application. Please note that only shortlisted candidates will be contacted for further consideration.
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EA (23S1595/R23116355)
