Responsibilities

·Responsible for service Annual Operating Plan including revenue growth, prime margin and overall profitability of Japan business.

·Lead the service team and delivering the service KPI and ensuring quality of after saes service to customers and process improvement.

·Collaborate with commercial sales leaders to implement company's service strategy and policy to improve productivity and efficiency.

·Perform root-cause analysis and preventive measures for repeated escalations; Analyse issues for missed targets and implement corrective actions; Solve escalations due to resource problems.

·Be responsible for physical assets including tools, test equipment, and service parts, both assigned and loaned. Manage parts usage and service parts returns including surplus stock, loaned parts and contribute to the review and revision of appropriate parts inventory levels.

·Collaborate with Application Specialists and Sales Team in supporting and meet customers’ requirements. Respond to customer opportunities, issues and complaints in a timely manner. Develop relationships and interact with internal and external customers.

Ensure an environment that promotes effective communications, positive employee relations and teamwork; Motivate, empower, develop and, as appropriate, recognize and reward individual and team achievements.

·Monitor performance improvement issues and provide appropriate coaching and counselling. Execute the performance management process, which includes objective setting, development planning and quarterly/annual performance reviews; Conduct individual and team meetings on a regular basis.

·Analyse service flow processes and propose plan for service improvement / enhancements.

·To perform other ad-hoc duties assigned from time to time.

Academic Qualifications:

• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, bachelor’s degree, Post Graduate Diploma, Professional Degree, Engineering (Bioengineering/Biomedical), Engineering (Electrical/Electronic) or equivalent.
• At least 10 year(s)+ of working experience in repair, maintenance and installation of analytical instruments
• Preferably Senior Managers specializing in Engineering - Electronics/Communication or equivalent.
• Possess strong analytical problems solving skills, organizing and leadership skills.
• Good leadership experience in managing service engineers and Service KPI’s
• Good negotiator and ability to develop and maintain excellent customer relationship.
• Good interpersonal & communication skills in both verbal and written in English;
• Customer service oriented and willing to travel. Ability to drive & execute task to meet customer requirement schedules.
• Computer literate, knowledge in MS Office - Excel, Word, Powerpoint,