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Director; APEC Service Solutions

4 months ago

Singapur, Singapore QIAGEN Full time

Overview

At the heart of QIAGEN are our people who drive our success. We act with passion, always challenging the status quo to drive innovation and continuous improvement. We inspire with our leadership and make an impact with our actions. We create a collaborative, safe and engaging workplace which forms the basis for high performing individuals and teams. We drive accountability and entrepreneurial decision-making and want you to excel your growth and shape the future of QIAGEN.
QIAGEN is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, or disability.

Position Description

The Director APEC Service Solutions will be responsible for the Service P&L across our entire Service portfolio. These services include QIAGEN instrument installation, field maintenance, and partner business. This leadership position is accountable for developing and executing the global service strategy and will report direct line to the Vice President, Global Service Solutions.

Responsibilities include:

- Manage customer expectations including but limited to NPS metrics in order to increase Customer Delight and make Service as a natural element of the QIAGEN workflow (S2I). Develop specific action plan based on customer surveys to increase it

- Close collaboration with customers and business partners to understand market trends and adjustment of strategic direction as necessary

- Own KPI reporting and management dashboards to monitor, manage and communicate operational and strategic performance (revenue, cost, customer satisfaction)

- Develop tools and operating mechanism to have a total view on the APEC Service revenue and cost per country

- Focus direct action to increase the key enablers of service revenue (Point of Sales, Capture Rate, Renewal Rate)

- Development and assessment of effective Service delivery processes and optimization of resources: Installed Base Management and accuracy; competency matrix optimized in regard of the Installed Base; time spent by FSE at a customer site, number of jobs per day average per country

- Strong partnership with Commercial Operations APEC teams (VP Clinical and Research; CSM’s, CBM’s) to ensure deals can be implemented profitably and meet/exceed customer expectations

- Coaching and development of the APEC Service team (Country service leaders, INSS Service, and FSE)

- Develop specific internal coaching and training to grow the Service Field team in their ability to deal with customers in a technical and commercial approach

- Lead the APEC Repair Center-RC ensure that RC activities and performance are promoted across all countries and across Commercial Ops team: develop specific marketing tools as required

Position Requirements

- 10+ years of experience in the Life Science or Clinical Diagnostic Business
- Strong Technical and Customer Service background
- Demonstrated track record of managing a Service P&L to profitable growth and margin and market leadership positions
- Experience working in a global company with demonstrated ability to lead effectively across cultures and drive results in a highly-matrixed organization
- Excellent strategy, planning and execution skills with proven ability to drive results
- Strong affinity to Service as a business; and to connect with the Field Service Engineers daily activities
- Demonstrated ability to influence in a matrix organization to position service as a partner, an added value and a source of profit

Personal Requirements

- Superior verbal and written communications skills
- Strong leadership skills with an ability to inspire others and create a strong sense of purpose
- Ability to travel up to 40% across APEC

What we offer

At the heart of QIAGEN are our people who drive our success. We act with passion, always challenging the status quo to drive innovation and continuous improvement. We inspire with our leadership and make an impact with our actions. We create a collaborative, safe and engaging workplace which forms the basis for high performing individuals and teams. We drive accountability and entrepreneurial decision-making and want you to excel your growth and shape the future of QIAGEN.

QIAGEN is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, or disability.