Service Director, Global Growth Market

4 weeks ago

Petaling Jaya, Malaysia Revvity Full time

As a Service Delivery Leader you will play a pivotal role in ensuring the smooth and efficient delivery of service for Life Science & Diagnostics instrumentation across the region. You will lead a team of regional/country service leaders responsible for service delivery and driving an exceptional customer experience

**Key Responsibilities**:
**Leadership and Team Management**:

- Provide effective leadership to a team of service leaders, fostering a culture of excellence, collaboration, and accountability.
- Mentor and coach team members to enhance their leadership skills and operational capabilities, with a focus on financial acumen to drive overall profitability of the service business.
- Conduct regular performance evaluations, set objectives, and provide constructive feedback to drive continuous improvement.
- Create a pipeline of talented and knowledgeable individuals, through your leadership, that are “Ready Now” to step into leadership roles within the organization.
- Engage with peers in other regions to coordinate global initiatives and implement best practices, acting as Subject Matter Expert of service processes development from global perspective

**Service Delivery Management**:

- Develop and implement strategies to optimise service delivery processes, ensuring timely and efficient support across all product lines
- Coordinate service schedules and resources to meet customer demands and service level agreements
- Monitor service performance metrics and take proactive measures to address any deviations or inefficiencies

**Customer Relationship Management**:

- Build a thorough understanding of customers, their businesses and the processes and instruments used in meeting their business goals
- Build and maintain strong relationships with key stakeholders and decision-makers
- Act as the primary point of contact for escalated service issues, working closely with customers to resolve challenges and exceed their expectations
- Gather feedback from customers to identify areas for improvement and drive enhancements in service quality
- Management of service and support processes and relations in dealers’ countries

**Technical Expertise**:

- Stay abreast of technological advancements in instrumentation and related servicing methodologies.
- Collaborate with product development teams to communicate customer feedback and contribute to the enhancement of product reliability and performance

**Compliance and Quality Assurance**:

- Ensure compliance with regulatory standards and company policies related to service operations, including safety protocols and quality management systems
- Uphold service quality standards and identify areas for enhancement
- Implement corrective and preventive actions to address any non-conformities and minimise service disruptions

**The main duties of the Employee include**:

- Own and drive Service Revenue Targets for the GGM Region
- Provide Service Support to All Business lines in GGM Region
- Builds a thorough understanding of customers, their businesses and the processes and instruments used in meeting their business goals and ensure that CSE’s possess adequate skills and instrument expertise to provide best-in-class service and support.
- Ensure that all team members are fully developed in the skills and abilities required to serve customers in their areas. In addition to technical development, work with Regional Service Leaders and Service Sales Managers to develop business skills towards increasing account penetration and overall profitability of service and support calls (time spent, billing, parts utilization, repair/replace decisions, etc.).
- Succession Planning: Create a pipeline of talented and knowledgeable individuals, through your leadership, that are “Ready Now” to step into leadership roles within the organization. Drive performance through ongoing goal setting, results measurement, individual and team development and talent identification and deployment
- Takes responsibility for the financial success of the service operation in the Region
- Develop and manage budget service organization and find innovative ways to control field service costs and owns P&L Responsibility and Contribution Margins
- Maintaining relationships and development of long-term customer relationships coupled with the ability to identify and capitalize on opportunities that immediately satisfy customer needs
- Along with team, develop account penetration strategies for key target and competitive accounts and communicating current market intelligence back to the business, along with field concerns, issues and requirements
- Providing leadership in market analysis and development/execution of strategies and action
- Working Closely with the Cross Functional Leadership Team
- Develop and Monitor Service Processes & align with Organizational Goals
- Management of service and support processes in dealers’ countries
- Act as Subject Matter Expert of service processes deve

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