Senior Field Service Manager

The Senior Field Service Manager, APAC will be responsible for leading the field service teams in Asia Pacific. The role reports to the Director of Service Excellence (based in the US) and will also collaborate closely with internal stakeholders (locally and globally) including Country Leaders, Product Management, Sales Account Managers, Service Engineering, Customer Service and Field Applications Scientists.

The geographic locations for service activities will be mainly China, Japan, India, South Korea, and Singapore, and occasionally Australia, Taiwan, other countries in APAC.

Lead a Team of highly skilled Field Service Engineers within APAC

• Ensure the health and safety of the Field Service team, colleagues, and customers
• Accountable for the leadership, performance management and career development of the APAC Field Service Team, providing the necessary coaching and guidance
• Ensure the Field Service team are supported and engaged, equipped with the necessary knowledge, tools and equipment, and compliant to all quality and safety requirements and standards

Deliver Outstanding Customer Experiences and Support

• Ensure that all service interventions are performed per the SLAs to provide the highest possible customer experience
• Manage customer complaints to a swift and satisfactory conclusion
• Engage and collaborate to drive continuous improvement of the customer experience
• Ensure the FSE's are supported by the Product Engineers, Automation Engineers and other necessary stakeholders as required.

Drive Operational Excellence

• Ensuring the effective and efficient operation execution of all Field Service and Depot Repair jobs for the Field Service Team
• Ensure the timely execution of system installations, preventative maintenance, demo kit maintenance and system repairs.
• Ensure the capacity model is aligned withthe needs of the; XCell ATF, KrosFlo TFF and KrosFlo TFDF product lines.
• Ensure the field service team schedule is optimized, efficient and effective.
• Ensure the required field service team capacity to execute the schedule.
• Champion and collaborate on safety, quality, productivity, and compliance initiatives.
• Collaborate to ensure 'Service readiness' for the launch of all New Product Introductions (NPI).

Achieving Financial Targets

• Responsible for achieving Service Revenue and profitability targets as well as operational execution KPIs.
• Provide forecast information as required.
• Support growth initiatives as required.

Champion Continuous Improvement

• Identify, develop, recommend, and execute continuous improvement initiatives for the Field Service Team.
• Involve or lead projects and assignments as part of the professional development opportunity.

Education, Training & Experience

• Bachelor's Degree in an Electronics or Electro-mechanics engineering or science-oriented discipline.
• 10 years' experience in the repair, maintenance, and installation of equipment used in a scientific instrument, laboratory, or bioprocess setting or in the biotechnology sector.
• 5 years prior operations or field service leadership experience preferred.
• Proven experience leading a team, managing customer relationships
• Strong knowledge of cGMP and GDP
• Electronic and mechanical aptitude required
• In depth Siemens automation knowledge
• In depth Allen Bradley automation knowledge
• iFix software knowledge
• Wonderware / Intouch software knowledge
• Experience with CSV
• Understanding of GAMP regulations and US FDA 21 CFR Part 11 compliance
• Ability to understand automation architecture, IO List, electrical schematics, SDS, HDS and FDS documents
• Experience with Repligen Tools and Products, Salesforce Lightning is a plus.
• Software and Automation knowledge:
• Siemens S7
• Siemens Wincc
• Dreamreports
• iFix

Licensure & Certification

• None

Knowledge, Skill, and Ability

• Exceptional interpersonal skills, strong verbal/written communications skills.
• Great attention to detail, strong problem solving and analytical skills
• Strong technical and business acumen.
• Strong stakeholder management and influencing skills.
• leadership and ability to orchestrate resources and motivate teams.
• Demonstrates and champions the core values of the company.
• Ability to prioritize and work independently to achieve defined goals
• Ability to work well within a global, cross functional team
• Ability to draft and train SOPs and work instructions.
• Self-learning ability and resourceful and creativity to resolve complex problems in the field
• Willing and able to work flexible hours to accommodate client schedules even outside of office hours
• Up to 80% regional travel (APAC) and occasionally internationally
• Proficient in Mandarin and English in listening, reading, writing, and speaking is a plus
• Able to lift and carry weights (including equipment and toolbox) individually of up to 25kg.