Job Description

About the Role

The Senior Manager, Technical Service is responsible for leading and growing a large and complex field service business within DKSH's Technology business unit in Singapore. This role drives a high-performance culture, builds enduring customer loyalty, and develops organizational capabilities to deliver on DKSH's strategic objectives across both transactional and strategic customer segments.

What You Will Deliver

• Lead the entire service organization's operations in Singapore, with full Profit and Loss (P&L) and resource accountability for the country
• Identify and execute new opportunities to drive service business growth in close partnership with the Sales team
• Develop service capacity and capabilities, and establish ongoing operational plans and performance management processes to meet future business demands
• Own and continuously improve Customer Experience and Employee Experience performance across the country
• Oversee end-to-end service processes from ticket receipt to resolution, ensuring adherence to service level agreements and key business metrics
• Incorporate innovative business practices and models to strengthen customer loyalty in a competitive landscape
• Build and maintain strategic partnerships with key customers, resolving client queries and driving revenue growth through product innovation in collaboration with aftermarket sales and global account teams
• Ensure strong cross-functional collaboration with Sales, Order Processing, Logistics, Administration, Human Resources, and Finance teams, including partnering with instrument and aftermarket sales teams to improve install base connect rate and service coverage
• Drive strategic and operational plans as well as organizational development, guiding and coaching the team to achieve their goals and objectives
• Foster a culture of quality and continuous improvement, challenging the status quo to enhance business operations, efficiency, and ease of doing business
• Lead cross-functional teams through opportunity identification, deal development, and project implementation, ensuring full compliance with DKSH business standards throughout all engagements
• Drive profitable growth of the services business through effective utilization of DKSH internal tools, including optimizing ServiceMax deployment to generate actionable insights for improved service delivery
• Safeguard the DKSH brand, reputation, and assets by ensuring all policies and procedures are upheld in accordance with corporate guidelines
• Administrative duties and coordination tasks as required

What You Bring

• Bachelor's or Master's degree, or equivalent qualification
• Minimum 10 years of experience in Service Operations Management or a comparable regional management role
• Demonstrated track record in team building, cross-functional leadership, and enhancing collaboration within and across organizations and regions
• Natural and authentic leadership style with strong people management, performance management, and coaching capabilities
• Ability to shape and collaboratively drive the strategic direction and vision for a service organization
• Strong business acumen with the ability to analyze and act on financial information to drive cost efficiency and revenue growth
• Strategic thinker with results orientation and disciplined execution capabilities
• Strong interpersonal skills with excellent written and verbal communication skills; fluency in English is essential
• Proven ability to manage multiple projects of medium to high complexity concurrently, applying sound project management practices
• Familiarity with the needs of scientific laboratories at both user and management levels
• Comfortable handling diverse types of information including technical, financial, and contractual documentation
• Experience in international or global business environments
• Project management experience is preferred
• Agile, innovative, and driven with strong problem-solving capabilities and a deep commitment to customer experience excellence

Why Join DKSH

At DKSH, we help companies grow in Asia and enable people to perform at their best. You will be part of an organization that values accountability, collaboration, and long-term partnerships. We offer a dynamic environment where your contributions are visible and where you can build a meaningful career in Technology Services.

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