Job Description

　　Position Summary:

　　This role is responsible for developing and driving a service strategy that is globally and cross functionally aligned to support the Single Use Technologies Division (SUD). We are looking for a leader who can bring a balance of strategic direction, daily management, team development to deliver on our key service metrics. This person will lead our Field Service Engineer (FSE) teams in our APJ countries & sub-region as a member of APJ regional SUT team and plays a meaningful role in identifying and prioritizing their team's activities to ensure effective support of customers. This role reports to the APJ SUD Technical Sales Manager with matrix reporting to the global SUD Service Lead.

　　The Regional Field Service Manager (RFSM) has an established technical credibility and a perceived contribution to clients and their end goals, and is responsible for driving the Service team to provide installation, breakdown and maintenance services and technical support while partnering with the commercial team to support growth.

　　Responsibilities:

　　The Regional FSM works closely with the APJ Technical Sales Team and Global Service Support network, to manage and develop a team of highly motivated Field Service Engineers. The RFSM is responsible for:

　　Ensuring proper functioning of all BioProduction equipment at customer locationsDriving Customer Allegiance through excellent customer relations, consistently meeting or exceeding customer expectationsDelivering unparalleled customer value through effective communication, responsive problem resolution and high-quality service.Communicating effectively with the commercial team on service activities and customer requirementsEnabling service effectiveness through team's development, mentoring, training, policy and process management

　　Essential Job Functions and Accountabilities:

　　Manage, coach and develop a localised team of Field Service EngineersCoordinate team for both planned and reactive on-site work aligned with customer SLAs and key equipment project milestones and service metricsPlan and manage contract and ad-hoc PM work aligned with customer SLAs and company service metricsConduct regular meetings with team to manage field work and optimise reporting processesManage and troubleshoot customer technical issuesComplete PMD requirements and team career planning with Management SupportWork with commercial organisation to achieve business results and secure new business.Contribute in developing and driving strategic service initiatives for SUT Service in the region.Work with global service management team to plan and develop engineer competency and cross train the team to meet regional and organisational needsMaintains, produces and presents metrics which will allow measurement of the delivered services and drive improvement

　　Minimum Requirements/Qualifications:

　　Demonstrated knowledge of the SUT bioproduction process, business and customer baseSubstantial knowledge on DCS/SCADA architectureKnowledge of service in GMP/regulated environmentPassion for customer success and focus on bringing value for the customerProven Self-Starter with Initiative and MotivationDemonstrated experience leading projects and/or cross-functional teamsProven leadership in customer relations and problem-solving.Experience working effectively across multiple facilities and reporting lines.Global approach. Ability to work with teams across the global and cultural differenceExcellent analytical, organizational, and communication skills.Proven MS Office experience in Outlook, Windows, Excel, PowerPoint, and Word.Demonstrated role model leadership.Ability to travel up to 50%.Fluency in English language.

　　Desired Qualifications:

　　Substantial project management, service support experienceProven experience in a supervisory roleBS/BA degree in an analytical field (operations management, engineering, sciences, business, finance).Experience with Salesforce.com CRM systemExcellent Presentation SkillsProject Management or Process Manager certification desired.