Position Summary:

This role is responsible for developing and executing a service strategy that is globally and cross functionally aligned to support the Single Use Technologies (SUT) Businesses. We are looking for a leader who can bring a balance of strategic direction, daily management, team development to deliver and maximize on our KPIs (Key Performance Indicators). This person will lead our Field Service Engineer (FSE) teams in our APAC countries & sub-region as a member of APAC regional SUT team and plays a critical role in identifying and prioritizing their team’s activities to ensure effective support of customers. This role reports to the APAC Associate Technical Director and the Global SUT Service Director.

The Regional Field Service Manager (RFSM) has an established technical credibility and a perceived contribution to clients and their end goals. The RFSM is responsible for driving the Service team to provide installation, breakdown and maintenance services and technical support while partnering with the commercial team to support growth.

Responsibilities:

The Regional Field Service Manager (RFSM) works closely with the APAC Associate Technical Director and the Director of Global Service, to manage and develop a team of highly motivated Field Service Engineers. The RFSM is responsible for:

• Ensuring proper functioning of all BioProduction equipment at customer locations
• Driving Customer Allegiance through excellent customer relations, consistently meeting or exceeding customer expectations
• Delivering unparalleled customer value through effective communication, responsive problem resolution and high-quality service.
• Communicating effectively with the commercial team on service activities and customer requirements
• Enabling service effectiveness through team’s development, mentoring, training, policy and process management

Essential Job Functions and Accountabilities:

• Manage, coach and develop a localised team of Field Service Engineers
• Coordinate team for both planned and reactive on-site work aligned with customer SLAs and company KPI’s
• Plan and manage contract and ad-hoc PM work aligned with customer SLAs and company KPI’s
• Conduct regular meetings with team to manage field work and optimise reporting processes
• Manage technical issues and customer escalations
• Complete PMD requirements and team career planning with Management Support
• Work with commercial organisation to achieve business results and secure new business.
• Contribute in developing and driving strategic initiative for SUT Service in the region.
• Work with global service management team to plan and develop engineer competency and cross train the team to meet regional and organisational needs
• Maintains, produces and presents metrics which will allow measurement of the delivered services and drive improvement

Minimum Requirements/Qualifications:

• Demonstrated knowledge of the SUT bioproduction process, business and customer base
• Substantial knowledge on DCS/SCADA architecture
• Knowledge of service in GMP/regulated environment
• Passion for customer success and focus on creating value for the customer
• Proven Self-Starter with Initiative and Motivation
• Demonstrated experience leading projects and/or cross-functional teams
• Proven leadership in customer relations and problem-solving.
• Experience working effectively across multiple facilities and reporting lines.
• Global mindset. Ability to work with teams across the global and cultural difference
• Excellent analytical, organizational, and communication skills.
• Proven MS Office experience in Outlook, Windows, Excel, PowerPoint, and Word.
• Demonstrated role model leadership.
• Ability to travel up to 50%.
• Fluency in English language.

Desired Qualifications:

• Substantial project management, service support experience
• Proven experience in a supervisory role
• BS/BA degree in an analytical field (operations management, engineering, sciences, business, finance).
• Experience with Salesforce.com CRM system
• Excellent Presentation Skills
• Project Management or Process Manager certification desired.