Customer Service Care Centre Supervisor - MY, ID and VN
Core
Lead regional Service and Customer Care operations for Malaysia, Indonesia, and Vietnam, ensuring operational excellence and customer satisfaction for scientific instrument solutions.
Role type
Senior regional service operations manager
Builds
Regional service delivery and customer care operations for chromatography and mass spectrometry solutions
Domain
Life Sciences / Scientific Instruments
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
People leadership, operational excellence, cross-functional collaboration, ERP systems proficiency, service level management, financial management, data analysis, change management, stakeholder management
Preferred skills
Regional team management, scientific instrument support experience, Lean principles, matrix organization experience
Technologies
SAP, CRM platforms, service management tools
Responsibilities
Lead and develop a high-performing regional team across multiple countries, oversee day-to-day service operations and scheduling, manage technical support activities and warranty claims, monitor operational KPIs and drive continuous improvement, partner with Sales and Field Service teams to resolve escalations, support achievement of Annual Operating Plan objectives
Seniority
Senior, hands-on IC with people leadership