Service Manager, Customer Support (XRD & XRF) - #1117269

Job title: Service Manager, Customer Support (XRD & XRF)
Reference ID: 36738

Our Client is a leading provider of X-ray analytical and measurement instruments, is seeking an experienced Service Manager, Customer Support to lead the service operations across the region. This pivotal role is responsible for driving service revenue, managing the customer support network, and ensuring exceptional after-sales service for our XRD & XRF product lines. The successful candidate will bring strategic vision, technical expertise, and a passion for customer satisfaction to strengthen company's reputation in Asia Pacific.

Reporting to CFO


【Responsibilities】
- Oversee delivery of service revenue, parts inventory, and supply chain, including preventive maintenance (PM), installation, repair, and maintenance activities.
- Develop mid- to long-term service strategies aligned with the company's business vision and objectives.
- Prepare and manage the Service Department's budgets, forecasts, and management reports.
- Lead the Customer Call Centre to address quality claims and support requests from customers and distributors.
- Maintain optimal service inventory levels and manage subcontractors efficiently.
- Guide the service team in executing PM protocols, system verifications, and ensuring instruments meet the company's specifications post-service.
- Conduct operational and performance tests to qualify instruments after repair.
- Mentor and develop Service Engineers while building a robust Asian Service Network in collaboration with distributors.
- Strengthen customer trust and satisfaction through service excellence.
- Handle ad hoc assignments as required by management.


【What you will receive】
- Variable Bonus (Depending on the company's and individual's performance)
- Annual Leave: 16 days
- Medical Leave: 14 days
- Group Medical Insurance
- Flexible working arrangement and hybrid (subject to Line Manager's approval)


【Requirements & Preferences】

(Must)
- Bachelor's Degree in Engineering or similar
- Minimum 8-10 years of experience in diagnosing and repairing XDR and XFR
- 1-2 years of leadership experience in mentoring or training junior members regionally
- Advanced proficiency in Excel, capable of creating high-quality spreadsheets, interfacing with accounting systems.
- Strong technical expertise in analog electronics, high-voltage circuits, laser technology, and high-vacuum systems.
- Demonstrated business acumen and cross-cultural communication skills; fluency in English
- Willingness to travel regionally up to 20-50%
- Possess NEA IR1license due to the nature of work

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We regret that only shortlisted candidates will be notified.

Registration No.: R1874034 (Niltasha Binte Ibrahim)
Recruitment Licence: 12C5051