Service Manager, SEA & TW in Singapore, Singapore at Leica Microsystems

Date Posted: 10/31/2019

Job Snapshot

Job Description

Job ID: LEI005071

About Us

Leica Microsystems is a world leader in microscopes and scientific instruments. Founded as a family business in the nineteenth century, the company’s history was marked by unparalleled innovation on its way to becoming a global enterprise.  Its historically close cooperation with the scientific community is the key to Leica Microsystems’ tradition of innovation, which draws on users’ ideas and creates solutions tailored to their requirements. At the global level, Leica Microsystems is organized in three divisions, all of which are among the leaders in their respective fields: the Life Science Division, Industry Division, and Medical Division. Leica Microsystems has seven major plants and product development sites around the world. The company is represented in over 100 countries, has sales and service organizations in 20 countries, and an international network of distribution partners. Its headquarters are located in Wetzlar, Germany.

Leica Microsystems, Inc offers a broad array of comprehensive, competitive benefit programs that add value to associates' and their families' lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. 

Leica Microsystems, Inc. is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

Be sure to follow us on LinkedIn!


Description



I.        GENERAL SUMMARY & OVERALL CHALLENGES

The Service Manager is responsible to scale and drive the service business and operation forward through DHR LEAN management approach, meeting operation metrics, ensuring resources optimization and leading people development. He has overall accountability to build a profitable and sustainable service business, collaborate with sales operation to drive growth, effective management of dealers‘ service teams, as well as radically increase in customer satisfaction. When need arises, he will be able to provide field support, technical consultation and related activities.



II.       Key Deliverables



•       To drive growth in service business and manage service P&L



•       To drive service operation excellence and meet all service metrics:



o   Revenue and orders



o   Utilization and productivity

    • Respond time and first time fix rate

    • Technical resolution rate and days to close



o   Deployment of standard work (SW) and daily management (DM)



o   Inventory ITO and management of warranty cost impact



o   Customer Satisfaction (NPS)



•       To drive team engagement and develop team’s competency



•       To drive company sales and work closely with sales & support managers



•       To drive customer satisfaction and ensure Service Level Agreement (SLA) is delivered

 

 



III.        KEY RESPONSIBILITIES

ECONOMIC MANAGEMENT

  • Develop a service business plan including forecast and analysis of cost and income of respective products. Analyse cost and income and take actions in order to meet business objectives.

SERVICE MANAGEMENT

  • Create awareness of value-added features of equipment / machine services and formulate service agreement pricing and strategies in order to increase service sales.

NEW EQUIPMENT / MACHINE

  • Measure the potential service profits of new equipment / machine in order to recommend appropriate charges for the service agreements and develop income generating programs.

COMMUNICATION

  • Disseminate technical newsletters, bulletins and manuals in order to present the features advantages and benefits of service to the customer.

SERVICE MANAGEMENT AND CONTROL

  • Evaluate product data and establish service methods and policies in order to maximize service quality and minimize service cost and ensure the compliance to warranty and control parts procedures as well as being appointed the contact person for GDPMDS service related issues and field safety corrective action procedures in the position of an internal auditor.

TECHNICAL TRAINING

  • Establish technical training procedures which include custodies and technical publications in order to ensure service standards exceed customers' expectations at minimum costs.

PEOPLE DEVELOPMENT AND MANAGEMENT

  • Recruit, manage, train and develop direct reports in order to motivate and retain employees to perform effectively.

ISO QUALITY PROCEDURES

  • Develop, implement and responsible for related ISO Quality Procedures in order to ensure service functions are in compliance with the required standards

OTHERS

  • Compliance to regulatory, international and company’s EHS requirement

Job Requirements



Qualifications



I.        REQUIREMENTS FOR THIS POSITION

  1. Professional Experience

  • Minimum 10 years of experience in after-sales service function, with at least 5 years’ experience in people and team management

b)  Education

  • Technical degree or equivalent and advantage with Degree in business management or relevant major

      

c) Travel (required estimated % of time)

  • 40-60%

 



II.       PERSONAL TRAIT PROFILE

  • Experience in a sales & service organization, especially in medical device, life science instrument, and healthcare equipment industry.

  • Ability to motivate, provide leadership and a participative organizational climate to selectively attract and retain professional staff.

  • Mindset to continuously improve processes.

  • Ability to analyze complex business issues and isolate root causes and work towards a simpler and more efficient process. Service minded.

  • A good team player with excellent communication and interpersonal skills.

  • ERP knowledge, preferably SAP plus Microsoft office tools.

  • Awareness for compliance.

  • Willing to travel

     

     



III.        KEY RELATIONSHIPS

a)  Internal

  • Reports directly to Service Director JAPAC

  • Direct Reports include:

    • Service Supervisors

b)  External

  • Customer

  • Distributors

  • Vendors/Suppliers

  • Local authorities

       
Diversity & Inclusion
At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.


Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.