General Manager, Service

Job Description

The General Manager (GM), Service is responsible for running and growing a large and complex field service business with a strong mix of both transactional and strategic customers.  He/she has accountability for driving a high-performance culture which delivers on DKSH's strategic objectives. This is accomplished by building loyalty with our customers, shareholders, and employees coupled with developing organizational capabilities to meet future business challenges. 

The role includes providing leadership and management oversight on all aspects of our field service business employees, systems, and processes as well the ability to execute the strategy in a rigorous manner.  The successful candidate will have both current and extended service business leadership experience.  He/she will need to have good domain knowledge of DKSH's Instrument, Software, and Services portfolio and understanding of the customers and markets. He/she will have strong strategic and operational skills, as well as an ability to effectively communicate and collaborate cross-functionally at an executive/management level.

The GM, Service will provide direction and consultation to both the direct and extended Service Staff helping to define execution strategies, optimize organization resources, and harmonize processes. He/she will also partner with Global DKSH Sales and Service executive staff members to set the Country Strategic field deployment strategy and successfully execute the strategy with minimal direction and oversight. 

Primary Duties/Responsibilities of the General Manager, Service:

Accountable for leading the entire Service Organization operation across the region.

Have P&L and resource accountability for the Country. 

Identify and execute new opportunities to drive service business growth in the region. This is in partnership with Sales team.

Develop service capacity and capabilities to deliver and have in place ongoing operational plans and performance management processes/tools.

Own DKSH Customer Experience and Employee Experience performance in the Country.

Accountable for the end-to-end service processes and customer experience from ticket receipt to closure.  Incorporate innovative business practices and models to drive customer loyalty in a very competitive landscape.

Understand and meet customer needs through the creation of services, the provision of effective delivery processes, and ongoing support.  Maintain customer alliances with key DKSH customers, as well as build strategic partnerships to execute the business strategies.

Drive Operational rigor to meet customer needs, service level agreements, and key business fundamental metrics.

Ensure strong cross functional collaboration with other business partners (Sales, Order Processing, Logistics, Admin teams, HR, Finance etc).  For example, partner with the instrument and aftermarket sales teams to improve the Install Base connect rate and service coverage.

Build and maintain strong relationships with key customers in the region. Regularly communicate with customers, resolve client queries, and increase revenue by promoting product innovation in collaboration with aftermarket sales teams and global/country strategic account team.

Drive Strategic and Operational Plans as well as organizational development in the Country.

Improve individual and team performance by increasing and honing skills and knowledge. Guide and coach the team to achieve their goals and objectives.

Execute upon and grow our highly transactional business model (operational excellence) as well as create a customer intimacy model for key accounts.

Actively foster a quality and continuous improvement culture within the organization challenging the status quo to improve business operations as well as efficiency and ease of doing business.

Review all business operations to ensure brand, culture and strategic objectives are achieved.  Safeguard the DKSH brand, reputation, and assets by ensuring policies and procedures are maintained and followed in accordance with corporate guidelines.

Assists cross functional team in opportunity identification and development.

Leads cross functional team through implementation and go-live of successful deal development or projects.

Ensures all business processes are executed in compliance to DKSH business standards throughout end-to-end engagement.

Drive profitable growth of the Services business through effective utilization of DKSH internal tools.

Identify and reconcile cross functional barriers to doing business through collaborative solution development.

Champion positive outcomes for both DKSH and customers by ensuring rigor and effectiveness in executing business processes.

Leverage deep understanding of DKSH Services portfolio and the needs of customers to enable and support meaningful connections with our customers.

Ensure deployment of ServiceMax is optimum to generate insights to improve service delivery and effectiveness.

Qualifications

Bachelors / Masters Degree or University Degree or equivalent.

Service Operations Management or Similar Regional Management experience of 10+ years minimum.

Team building/development and cross-functional leadership skills, and track record of enhancing collaboration within an organization and across regions and functions.

Natural and authentic leadership with effective people & performance management and coaching skills.

Ability to shape and collaboratively drive the direction and vision for the Service organization.

Strong business acumen. Competency of analysing and acting on financial information to drive business results (costs & revenue).

Strong interpersonal skills with excellent written and verbal communication skills; fluent in English.

Promoter of Innovation and Change management.

Strategic thinking and results oriented with strong execution discipline.

Customer Experience advocate.

Experience in international/global business.

Desired Skills / Knowledge:

Requires in-depth knowledge and experience in job and ability to work independently includes managing internal and external engagement.

Demonstrates ability to manage and progress multiple projects of medium to high complexity concurrently applying project management practices.

Rigorous work ethic, with strong attention to detail. Must be comfortable handling several different types of information and documentation (technical information, financial information, and contract/agreement type documentation).

Able to develop a strong awareness of overarching business, operational, and cross functional needs.

Is familiar with the needs of a scientific laboratory at a user and management level.

Strong communication (listening, written, verbal and digital) and teamwork skills, within an organization and across organizations, as well as wide organizational awareness.  (English must be very strong)

Demonstrated ability to move forward in the face of adversity and provide leadership, vision, drive, and innovation to complex situations. Project Management experience is preferred.

Agile, Adaptable, Innovative, Driven, Passionate, Bold, Risk Taker, and Problem Solver.

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