Introduction

You will report to Global Head of Customer Service and be responsible for driving the performance, growth, and operational excellence of the service business across the region. The role connects local service teams with global strategy, ensuring alignment on processes, portfolio, and commercial priorities. The position focuses on improving service revenue, strengthening service profitability, and enhancing customer experience by enabling local markets and service teams through structure, tools, and best practices.

About this role

  • Own and grow service revenue across Asia in partnership with General Managers and local service leaders.
  • Identify regional and cluster-specific growth opportunities through market and portfolio analysis. Initiate and steer regional service commercial initiatives (up-selling, cross-selling, renewals).
  • Coordinate regional service marketing activities aligned with global and local strategies.
  • Establish and scale remote Regional Support Centers.
  • Support the transition from legacy services to next-generation, value-added offerings.
  • Define and evolve the regional distributor service portfolio, ensuring clear value propositions and execution readiness.
  • Define meaningful KPIs and dashboards that enable fact-based decision-making.
  • Support General Managers in understanding, benchmarking, and improving service P&L performance.
  • Identify capability gaps and regional training needs across Asia.
  • Design scalable support models (e.g. 2nd-level support, shared expertise hubs).
  • Promote a customer-focused, performance-oriented service culture across the region.

Is this you?

  • Bachelor's degree or equivalent experience.
  • 8+ years' experience in service, aftersales, or field operations in laboratory, scientific, technical instrumentation or related industry.
  • Proven success growing and steering a service business in a matrix and multi-country environment. Demonstrated ability to influence stakeholders at all levels without direct authority.
  • Structured, analytical thinker with the ability to turn insight into pragmatic actions.
  • Fluent in English and Chinese; additional Asian languages highly valued.
  • Willingness to travel 30-50% across Asia.

What we offer