Service Manager

2 weeks ago

Singapore Eppendorf Full time

Your challenges:
- Lead and manage the service business and team in Eppendorf Singapore to increase service market share, drive profitable growth and increase customer satisfaction and loyalty-
- Ensure both the field and in-house teams provide high level of technical support and calibration services by establishing a customer focused working culture-
- Review and implement service policies and procedures in alignment with regional and global service guidelines-
- Assess productivity of the team and ensure resources are optimized and aligned with workload-
- Manage and drive the generation of service revenue and management of expenses in accordance with the annual operating budget-
- Increase service revenue and profit by managing the service product portfolio as well as transforming the existing reactive business into a more proactive one-
- Manage and direct the activities of the field service engineers as well as the Calibration Lab for installations, calibrations, repairs and other technical work-
- Assist with difficult customer problems and critical negotiations-
- Ensure all regulatory and quality requirements are met by the service team-
- Minimize business, regulatory and safety risks for staff and the company-
- Drive customer satisfaction and loyalty through a customer focused approach and based on customer feedback-
- Ensure administrative responsibilities of the team such as maintaining customer service logs and internal service records are done in a timely manner and as per departmental guidelines-
- Explore and implement initiatives to improve the effectiveness of department methods and procedures and increase the productivity of the team-
- Coach, assist and support the development of the members of the service team to build a high performing team and increase employee engagement-
- Other duties as requested from time to time to support the company.- Your expertise:
- Relevant tertiary qualification (e.g. Diploma or Degree) in electronics or science is preferred.-
- At least 10 years’ commercial experience in a service organization, preferably within the life science industry-
- At least 5 years’ experience in a leadership role responsible for driving growth in the service business of a global life science company-
- Personal values and work approach are consistent with Eppendorf “Vision and Values"-
- Strong leadership skills-
- Strong business acumen-
- Financial management skills-
- Excellent communication in English - written, verbal and comprehension-
- Customer-focused-
- Enthusiastic with a positive attitude and the ability to lead culture change-
- Team player-
- Detail oriented-
- High degree of professionalism-
- Sound working knowledge of electronics and mechatronics-
- Effective problem solving skills-
- Strong organisation, prioritisation, and time management skills-
- Efficient administration skills-
- Good PC skills (Excel, Word, CRM/Customer Database)-
- Valid driver’s license required-
- The physical demands including handling equipment products, spare part, tools etc., must be met- Your benefits at Eppendorf:
- We truly appreciate our employees and their performance-
- We offer a wide range of learning and development opportunities to allow you to deepen your technical knowledge and for continuous growth-
- By working with us, you will make a meaningful contribution to improving human living conditions-
- Attractive salary, employee benefits and performance bonus- Eppendorf is an equal opportunity employer. We offer all qualified employees and applicants identical chances.

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