Service Manager

2 days 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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