Director of Services (Analytical Instrumentation Industry)

Job TitleDirector of Service in analytical instrumentation industryCompany OverviewA global leader in analytical instruments and software, providing chromatography, mass spectrometry, and related solutions to pharma, biotech, food, and other industries, with a strong presence in Korea.Key ResponsibilitiesDevelop and execute strategic plans for the support service organization to meet individual, team, and business performance objectives.Align service operations with future business needs and corporate direction.Communicate organizational vision and values to all service teams.Drive business growth through talent acquisition and leadership development.Identify and plan training needs to support product evolution and team capability.Provide strategic guidance and support to regional service operations.Implement performance management systems, including goal setting and development reviews.Facilitate succession planning for high-potential engineers and supervisors.Conduct quarterly performance reviews with direct reports.Design and execute training programs to support career development.Enhance customer satisfaction by exceeding expectations and resolving escalations effectively.Deliver timely management reports and updates on service case statuses.Optimize resource scheduling to meet Service Level Agreements.Lead escalation management and ensure prompt customer communication.Analyze customer feedback and initiate follow-ups to improve service quality.Establish and maintain policies for warranty, billing, and service contracts.Collaborate with logistics to maintain optimal spare parts inventory levels.Define and achieve annual service revenue targets in alignment with business objectives.Monitor and report on service revenue performance across designated territories.Coordinate service goals across teams and balance regional service manager requirements.Partner with sales counterparts to maximize revenue opportunities.Analyze service trends, identify issues, and mobilize resources to resolve challenges.Foster cross-departmental collaboration to align on shared goals.Continuously improve customer satisfaction through service excellence.QualificationsBachelor’s degree in Engineering or related field required; advanced degree (MA/MS/MBA) preferred.Minimum 10 years’ experience in after-sales service and maintenance within life sciences or related industries.Proven cross-functional leadership across diverse business units.Strong communication skills, especially with senior stakeholders.Demonstrated ability to lead large-scale programs and drive operational excellence.Strategic thinker with strong analytical and decision-making capabilities.Experience in global management and change leadership is a plus.High emotional intelligence and interpersonal skills.Effective collaborator and networker.ContactMay Lwin | Perm ConsultantMay.Lwin@adecco.com02-6200-9787