Job Description

When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.

Country Service Manager

Location(s)

Petaling Jaya

Purpose

To lead and manage the Malaysia service team on providing after sales services to customers. Responsible to service revenue and margin for the country service and maintain all product and equipment’s to ensure best operation conditions including selling of contracts, consumables and grow service business by collaborating with Sales team.

Responsibilities

• Responsible for Malaysia service Annual Operating Plan including revenue growth, prime margin and overall profitability.
• Grow consumable and contract service revenue and margin. Lead and manage service engineers and supervise to ensure high quality of after-sales service to customers.
• 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.

Basic 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 and leading as service Team.
• Preferably Managers specializing in Engineering - Electronics/Communication or equivalent.
• Possess strong analytical problems solving skills, organizing and leadership skills.
• 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,