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
This list is not inclusive of the total scope of job function, ad hoc assignments maybe assigned from time to time according to management’s request
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 an easy-to-understand manner.
· 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
