Director; APEC Service Solutions

2 weeks ago

Singapur, Singapore QIAGEN Full time

Overview

At the core of QIAGEN lies our team, the driving force behind our achievements. We operate with fervor, continuously challenging conventions to foster innovation and ongoing enhancement. Our guidance inspires, leaving a mark through our endeavors. We cultivate a unified, secure, and captivating environment, laying the foundation for exceptional individuals and teams. We instill responsibility and foster entrepreneurial decision-making, aiming for your advancement to shape QIAGEN's tomorrow.
QIAGEN is dedicated to constructing a varied setting and is delighted to be an employer that fosters equal opportunities. Applicants of all backgrounds shall receive fair consideration for employment without bias based on race, gender, age, nationality, faith, sexual orientation, gender orientation, status as a veteran, or disability.

Position Description

The Director of APEC Service Solutions carries the responsibility for the Service Profit and Loss (P&L) concerning our complete Service range. These services encompass QIAGEN instrument setup, on-field upkeep, and partner operations. This leading role holds the responsibility for shaping and implementing the worldwide service strategy and directly reports to the Vice President of Global Service Solutions.

Responsibilities include:

  • Manage customer expectations, focusing on NPS metrics to enhance Customer Satisfaction and integrate Service seamlessly into the QIAGEN workflow (S2I). Devise tailored action plans derived from customer surveys to elevate it.
  • Closely collaborate with customers and business associates to grasp market trends and pivot strategic focus when needed.
  • Oversee KPI reporting and management dashboards to supervise, handle, and communicate operational and strategic performance (revenue, cost, customer contentment).
  • Create tools and operational mechanisms to gain a comprehensive view of APEC Service revenue and expenses per country.
  • Direct efforts towards amplifying the primary drivers of service revenue (Point of Sales, Capture Rate, Renewal Rate).
  • Formulate and assess efficient Service delivery processes and optimize resources: Managing Installed Base and its precision; refining the competency matrix according to the Installed Base; time spent by on-site Field Service Engineers, average number of daily jobs per country.
  • Forge a robust partnership with Commercial Operations APEC teams (VP Clinical and Research; CSM's, CBM's) to guarantee profitable deal executions surpassing customer expectations.
  • Coach and nurture the APEC Service team (Country service leaders, INSS Service, and FSE).
  • Develop specialized internal coaching and training to empower the Service Field team in handling customers from both a technical and commercial perspective.
  • Oversee the APEC Repair Center-RC ensuring widespread promotion of RC activities and performance throughout all countries and Commercial Ops teams: Develop specific marketing tools as necessary.

Position Requirements

10+ years of experience in the Life Science or Clinical Diagnostic Industry
- Strong background in Technical and Customer Service
- Demonstrated history of steering a Service P&L towards profitable growth and market leadership positions
- Previous involvement in a global corporation with a proven ability to lead effectively across diverse cultures and achieve results in a complex organizational setup
- Remarkable strategy, planning, and execution skills with a track record of driving outcomes
- Strong inclination towards Service as a business; ability to engage directly with Field Service Engineers on a daily basis
- Demonstrated capacity to influence within a matrix organization to position service as a partner, value addition, and revenue source

Personal Requirements

Exceptional verbal and written communication abilities
- Proficient leadership competencies inspiring others and instilling a strong sense of purpose
- Willingness to travel up to 40% throughout APEC

What we offer

At the core of QIAGEN lies our team, the driving force behind our achievements. We operate with fervor, continuously challenging conventions to foster innovation and ongoing enhancement. Our guidance inspires, leaving a mark through our endeavors. We cultivate a unified, secure, and captivating environment, laying the foundation for exceptional individuals and teams. We instill responsibility and foster entrepreneurial decision-making, aiming for your advancement to shape QIAGEN's tomorrow.

QIAGEN is dedicated to constructing a varied setting and is delighted to be an employer that fosters equal opportunities. Applicants of all backgrounds shall receive fair consideration for employment without bias based on race, gender, age, nationality, faith, sexual orientation, gender orientation, status as a veteran, or disability.

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